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.
Skills Required
- 12+ years of experience in enterprise software support or architecture
- Deep experience with Warehouse Management or Labor Management systems, including data models and integration points
- Experience supporting cloud-hosted or SaaS environments, specifically Microsoft Azure
- Knowledge of API concepts and design, including REST and SOAP
- Understanding of cloud-native application architecture and containerization with Docker and Kubernetes
- Knowledge of system integration patterns and protocols, including file transfers, AS2, SFTP, API integrations, and Kafka
- Strong hands-on Java application analysis and debugging skills
- Advanced SQL skills with Oracle and/or SQL Server, including query writing, optimization, and troubleshooting
- Proficiency administering Windows Server and Linux environments
- Experience contributing to customer onboarding or implementation projects from a technical execution standpoint
- Familiarity with AppDynamics and Splunk for observability and application performance monitoring
- Working knowledge of software release management and SaaS deployment processes
- Working knowledge of project management fundamentals, including workstream tracking, dependency mapping, and status reporting
- Excellent written and verbal communication skills
- Ability to solve complex problems independently with minimal guidance
- Strong mentoring skills and ability to operate as a technical authority
Blue Yonder Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blue Yonder and has not been reviewed or approved by Blue Yonder.
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Leave & Time Off Breadth — PTO is described as generous or “unlimited” in the U.S., alongside paid holidays, sick time, and two paid volunteer days. These policies are often highlighted as strengths that support work–life balance.
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Flexible Benefits — Remote-work options and flexible arrangements are emphasized as part of the package. This flexibility is valued alongside compensation and can help offset middling pay for some roles.
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Healthcare Strength — Medical, dental, and vision coverage are provided, with mental health/EAP support and HSA/FSA options referenced. These core coverages are portrayed as solid and comprehensive.
Blue Yonder Insights
What We Do
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth, increase sustainability and prosperity with a Sonoran Spirit.
