Sr Support Engineer 1 - WMS

Job description

Blue Yonder Title: Sr. Support Engineer 1 – Warehouse Management Systems (WMS) Other comparable titles: SR Technical Consultant Location: Monterrey Mexico Overview Blue Yonder is currently seeking a Sr Support Engineer to join our Warehouse Management Systems (WMS) Tech Team. Our WMS Operate (Tech) Team is responsible for working with our global customer base to support the WMS Solution during onboarding, go-live, and steady state phases of their implementation. For our SaaS customers, we handle all aspects of solution support, including proactive monitoring, application, as well as infrastructure support: End-to-End. The team currently comprises global associates across Americas (NA/LATAM), EMEA, APAC, and India, while supporting 140+ global customers and over 1000+ sites. Scope of Position Blue Yonder is seeking a talented candidate with 12+ years of experience in enterprise software support/architecture, deep technical fluency across application code, databases, and cloud infrastructure, and a track record of leading complex customer onboarding engagements. This is a technical role: you'll be expected to diagnose issues at the code and infrastructure level, architect solutions for cloud migrations, and manage the project cadence of onboarding a customer onto our cloud platform Our current technical environment Software: Java DBMS: SQL, Oracle OS/Environments: Windows Server, Linux, Microsoft Azure Cloud/SaaS technical toolsets: AppDynamics, Splunk Ticketing/Colaboration: Service Now, Jira Code Repositories: Github What you’ll do Technical Ownership Serve as the senior technical escalation point for complex, high-severity customer issues — performing code-level review, database query analysis, distributed tracing, and debug sessions across application and infrastructure layers Diagnose and resolve issues spanning the full cloud stack: application behavior, Azure infrastructure, networking, and data layer Act as the technical liaison between Support, Development, and Cloud Operations teams on root-cause investigations and architectural fixes Own and maintain monitoring/observability configurations (AppDynamics, Splunk) to proactively surface issues before they impact customers Cloud Customer Onboarding Lead the technical execution of onboarding customers migrating to or newly implementing our cloud/SaaS WMS platform — environment provisioning, data migration, integration validation, and cutover activities Work closely with the assigned Project Manager to flag technical risks, dependencies, and blockers as they arise, providing accurate status on technical workstreams Partner with customers directly during go-live to validate infrastructure readiness, performance baselines, and rollback contingencies Produce onboarding documentation, runbooks, and architecture diagrams tailored to each customer's cloud environment Technical Leadership & Knowledge Sharing Mentor mid-level and junior support engineers on technical troubleshooting methodology and cloud architecture concepts Take ownership of the most complex escalated incidents on behalf of the broader support team Champion Knowledge Centered Support (KCS) — author high-quality, technically rigorous knowledge articles for self-service resolution Participate in an on-call rotation for critical cloud infrastructure incidents What we are looking for Technical Experience (Required) Deep experience with Warehouse Management and/or Labor Management systems, including underlying data models and integration points Proven experience supporting cloud-hosted/SaaS environments, specifically Microsoft Azure — infrastructure troubleshooting, scaling, and performance tuning Working knowledge of API concepts and design (REST/SOAP) — able to read API specs, troubleshoot API calls, and diagnose integration failures Notions of cloud-native application architecture and containerization (Docker, Kubernetes) — understanding how containerized services are deployed, scaled, and troubleshot in a cloud environment Knowledge of system integration patterns and protocols, including file-based transfers, AS2, SFTP, API-based integrations, and message streaming platforms (Kafka) Strong hands-on skills in Java application analisys and debugging Advanced SQL skills (Oracle and/or SQL Server) — writing, optimizing, and troubleshooting complex queries against production data Proficiency navigating and administering both Windows Server and Linux environments Experience contributing to customer onboarding/implementation projects from a technical execution standpoint Familiarity with observability/APM tooling (AppDynamics, Splunk) for proactive issue detection Working knowledge of software release management and deployment processes in a SaaS context Project Management Capability & Soft Skills Working knowledge of project management fundamentals (workstream tracking, dependency mapping, status reporting) to effectively coordinate with Project Managers during onboarding engagements Excellent written and verbal communication skills — able to translate deep technical detail into business impact for customer stakeholders and PMs alike Resourceful, independent problem-solver comfortable operating with ambiguity and minimal guidance Strong mentoring instincts and comfort operating as a technical authority within a team Soft Skills: Ability to be resourceful and resolve complex problems with little to no guidance Demonstrates excellent communication skills, both written and verbal Team player and works well in a highly active atmosphere Our Values If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.