- Mid-level technical support engineer responsible for resolving customer and operational issues, owning incidents through to resolution, improving runbooks and knowledge base, and driving reliability improvements and automation. Acts as an escalation point for L1 support, collaborates with engineering and product teams, and participates in on-call rotations.
- Respond to and resolve medium-to-high complexity incidents and service requests within defined SLAs; escalate appropriately.
- Triage, reproduce, and diagnose technical problems across applications, middleware, OS, networking, and databases.
- Own incident lifecycle: incident detection, communication, mitigation, RCA, and preventing recurrence.
- Create, update, and maintain runbooks, playbooks and knowledge-base articles to improve operational efficiency.
- Implement and contribute to monitoring, alerting, and automation to reduce manual toil.
- Support deployments, configuration changes and production rollouts; collaborate with DevOps and engineering during releases and post-release investigations.
- Provide timely, clear communications to customers and stakeholders during incidents and planned work.
- Mentor junior support engineers (L1 / Support Engineer I); lead small troubleshooting workshops and knowledge-sharing sessions.
- Track operational metrics and contribute to continuous improvement initiatives.
- Participate in on-call rotation and after-hours support as required.
- 3+ years of experience in technical support, site reliability, operations, or a related role.
- Strong troubleshooting skills across Linux/Unix and/or Windows environments.
- Practical experience with SQL and common databases (e.g., MySQL, PostgreSQL, Oracle).
- Scripting experience (Python, Bash, PowerShell or similar) to automate tasks and build diagnostic tools.
- Familiarity with monitoring and logging tools (e.g., Prometheus, Grafana, ELK/EFK, Splunk, Nagios).
- Experience with ticketing and incident management tools (e.g., ServiceNow, Jira).
- Solid understanding of networking fundamentals (TCP/IP, DNS, load balancers, firewalls).
- Excellent written and verbal communication skills; experience interacting directly with customers.
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
- 3+ years of experience in technical support, site reliability, operations, or a related role
- Strong troubleshooting skills across Linux/Unix and/or Windows environments
- Practical experience with SQL and common databases (MySQL, PostgreSQL, Oracle)
- Scripting experience (Python, Bash, PowerShell or similar) to automate tasks and build diagnostic tools
- Familiarity with monitoring and logging tools (Prometheus, Grafana, ELK/EFK, Splunk, Nagios)
- Experience with ticketing and incident management tools (ServiceNow, Jira)
- Solid understanding of networking fundamentals (TCP/IP, DNS, load balancers, firewalls)
- Excellent written and verbal communication skills; experience interacting directly with customers
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.
