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    Support Engineer II - Monterrey, México - Blue Yonder

    Blue Yonder
    Blue Yonder Monterrey, México

    Encontrado en: Talent MX C2 - hace 2 días

    Default job background
    De jornada completa
    Descripción

    Overview

    :

    The Support Engineer is responsible for troubleshooting and resolving technical issues and creating knowledge-based articles. The ideal candidate will have exceptional communication skills (written and oral), experience working in the IT or Software industry, effective team leadership skills, excellent prioritization skills, and attention to detail with a strong drive for success.

    What you will do:

    • Ability to log and respond to customer support requests via phone, e-mail, and web interface.
    • Act as product technical liaison between support and development teams.
    • Communicate technical product and solution expertise to internal and external customers.
    • Exhibit a commitment to customer service while building customer partnerships.
    • Expertly utilize support tools (Salesforce, Teams, etc.) to expedite case resolution.
    • Follow operational guidelines for interacting with other associates.
    • Fully document all case interactions and author Knowledge Base solutions.
    • Provide updates and case statuses to customers and management.
    • Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc.) or team collaboration.
    • Use customer service, communication and problem-solving skills to solve inquiries from Blue Yonder customers.
    • Work as a support team member to utilize technical skills and product expertise helping to resolve customer product issues.

    What we are looking for:

    • Bachelor's degree in Software Engineering or Computer Science.
    • 2 to 4 years of experience providing support for enterprise applications.
    • Good SQL knowledge, experience working with PL/SQL and Oracle databases.
    • Capable of reading and understanding Unix batch scripting
    • Good communication skills, both in Spanish and English
    • Good troubleshooting skills for application and database issues.
    • Strong teamwork skills, but also capable of working independently
    • Strong analytical and problem solving skills

    Nice to have:

    Programming experience

    Experience working with Control-M

    Knowledge or experience working with Cloud or Saas environments

    BLUE YONDER offers:

    • Highly professional environment of top international industry experts
    • Strong investment in employee skills development
    • Excellent development abilities and further growth potential
    • Clear independence and empowerment
    • Permanent job contract
    • Highly competitive salary and benefits package
    • Paid parental leave & holidays.
    • Major and minor medical insurance
    • Law benefits and superior benefits
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