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    Sr Support engineer 1 - Monterrey, México - Blue Yonder

    Blue Yonder
    Blue Yonder Monterrey, México

    Encontrado en: Talent MX C2 - hace 6 días

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    De jornada completa
    Descripción

    Overview

    :

    The Sr Support Engineer 1 will be working with cross-functional teams including Product Development, Consulting, and Cloud services to resolve critical and/or complex issues, also working on new initiatives to improve customer and support satisfaction.

    Scope:

    • Core responsibilities to include WMS support for SaaS accounts hosted in cloud-native (Azure) and a private cloud environment.
    • Work on initiatives to improve support and customer satisfaction like case deflection, automation, etc.

    Our current technical environment:

    • SQL, PL/SQL, Unix, Linux, Windows, Java or any other programming language.

    What you'll do:

    • Provide technical and non-technical support during the Steady-state period. Act 4- Support level helping the support team to resolve complex issues.
    • Work hand in hand with the support team to get the root cause for critical cases with business impact.
    • Work on Advanced Support initiatives to improve customer service.
    • Identify areas of improvement and scope of automation on routine tasks or activities.
    • Follow ITIL best practices and other Blue Yonder processes for incident, problem, and other Deploy & Operate activities.
    • Document resolution steps on Knowledge Articles to promote case deflection.
    • Work closely with the Blue Yonder WMS Solution Experts for complex issue resolution including Product Development.
    • Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork.

    Communication and Collaboration:

    • Communicates (verbal and written) effectively with the customers.
    • Collaborates relentlessly, passionately, and respectfully with various BY teams and partners.
    • Leads by example demonstrating professionalism during internal and external conversations.
    • Understand cultural differences and diversity.

    What we are looking for:

    • IT Engineering / Industrial Engineering or similar bachelor's degrees.
    • Minimum of 4 years of experience in debugging/analyzing code in any of the programming languages (Java/.Net/C++, Python, shell scripting, PowerShell).
    • Solid experience with Oracle SQL and MS SQL.
    • Network or Development expertise (Desirable).
    • Excellent communication and customer service skills.
    • Strong ability to multitask and prioritize effectively.
    • Highly organized and detail-oriented.
    • Can operate with a limited level of direct supervision.
    • Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
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