Title: Support Engineer I
Scope:
The Support Engineer I is a customer-facing technical support role focused on assisting customers with issues related to the Warehouse Management System (WMS). This role is responsible for troubleshooting reported problems, resolving routine cases, documenting findings, and escalating more complex issues when needed. The position plays a key role in maintaining customer satisfaction through timely communication and effective issue resolution. Key responsibilities include case management, issue triage, troubleshooting system and operational issues, following support processes and runbooks, collaborating with internal teams, and contributing to knowledge sharing and continuous improvement efforts.
Role Summary
Responsibilities:
Deliver outstanding customer support for the BlueYonder WMS system, helping resolve issues and contribute to a positive customer experience.
Manage customer solutions and ensure adherence to SLA/SLO metrics, advocating for service quality and product stability.
Collaborate with account and project teams to support customer adoption and continuous improvement initiatives.
Implement monitoring and diagnostics using M&D tools to enhance solution stability and prevent incident recurrence.
Participate in the company’s global support model, collaborating with teams across different regions to help provide 24x7 coverage, including occasional out-of-hours support shifts..
Communication & Collaboration:
Communicate effectively with customers and stakeholders, demonstrating professionalism and empathy.
Collaborate with internal BY teams, balancing soft and hard skills.
Competency Skillset Demonstration:
Basic knowledge of industry-standard SaaS tools..
Contribute to support activities for the Blue Yonder WMS product in functional and technical areas.
Understand supply chain industry domain, warehouse business processes, and SaaS KPIs.
Qualifications:
Bachelor’s degree in computer science, engineering, or a related field.
Customer Support / Technical Troubleshooting Experience Required – 1+ year supporting customers or troubleshooting technical issues.
WMS domain experience preferred – 1+ year of experience working with or supporting a Warehouse Management System (WMS). Familiarity with the Blue Yonder WMS solution is a plus.
Strong verbal and written communication skills with customer-facing experience
Ability to work under pressure and meet deadlines.
Basic SQL writing skills (SQL,MySQL, PostgreSQL, etc.).
API framework knowledge is a plus.
WLM product knowledge is a plus.
Proficiency in Java and code reading skills is a plus.
Proficiency in SaaS monitoring tools like AppDynamics or Splunk is a plus
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
- 0-3 years of experience in technical support, IT helpdesk, systems administration, or related roles
- Basic familiarity with operating systems (Linux and/or Windows)
- Basic scripting or automation skills (Bash, Python, PowerShell) helpful
- Experience using ticketing and collaboration tools (e.g., Jira, ServiceNow, Slack)
- Strong customer service and communication skills
- Associate's or Bachelor's degree in Computer Science, Information Systems, or equivalent experience preferred
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.
