Sr Support Engineer 1 - WMS

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.