Support Engineer 2
On-siteMonterrey, Nuevo León, Mexico
Monterrey, Nuevo León, MexicoOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Resolve moderate-complexity customer and system cases with end-to-end ownership, driving stability and adoption for Tier 2 solutions. Monitor application health using tools like AppDynamics and Splunk to identify early incident indicators and prevent impact. Troubleshoot issues across SQL, APIs, mobile apps, and Azure cloud operations, including deployments and CI/CD pipelines. Provide 24x7 shift coverage including out-of-hours support, while coaching junior members and contributing to knowledge articles. Optimize operational efficiency through automation and process improvements.
Required Qualifications
- Proven experience in a technical support or platform engineering role (typically 2–5 years, or equivalent) supporting enterprise SaaS solutions
- Hands-on experience with one or more of: SQL/Oracle, API/Middleware troubleshooting, application debugging, mobile app troubleshooting
- Experience with monitoring/observability tools (AppDynamics, Splunk, Prometheus, etc.)
- Practical exposure to Azure cloud services and CI/CD pipelines
- Strong written and spoken communication skills
- Demonstrated ability to collaborate across teams and manage customer expectations
- Willingness to work in shifts and provide OOH support
- Bachelor's degree in Computer Science, Engineering, Information Systems or equivalent practical experience (or equivalent certification/experience)
- Moderate technical competency across product, solution architecture and Azure technologies
- Active contribution to knowledge and operational improvements
- Strong collaboration
- Customer-centric mindset
- Moderate technical competency across product, solution architecture and Azure technologies
- Active contribution to knowledge and operational improvements
- Provide 24x7 support coverage as part of a shift roster, including OOH support when required
- Own Tier 2 solutions: take accountability for troubleshooting, remediation, and escalation when required
- Drive stability and service quality improvements
- Meet SLA/SLO and quality expectations
- Attend case quality training and apply best practices in case handling
- Proactively seek guidance and continuously work to improve service quality
- Communicate effectively (verbal and written) with customers, clearly explaining technical issues, impact, and workarounds
- Coach and support junior team members to improve their communication and case handling
- Collaborate respectfully and passionately across BlueYonder teams and external partners to resolve issues and deliver outcomes
- Demonstrate professionalism in internal and external interactions and adapt to cultural differences
- Balance soft skills (process, people, teamwork) with hard skills (technologies, frameworks, solutions)
- Demonstrate moderate expertise to support the solution
- DBMS support (SQL, Oracle): writing, reviewing and optimizing queries, stored procedures
- Code debugging in applicable programming languages
- Platform/integration troubleshooting (APIs, MuleSoft)
- Troubleshooting of mobile application issues
- Use contemporary SaaS operational toolsets (AppDynamics, Splunk, etc.) to monitor health, investigate issues, analyze trends, and drive remediation of recurring/high-impact issues
- Develop moderate knowledge of product features and functionality
- Possess basic knowledge of customer industry domain and business processes to assess business impact and provide practical workarounds
- Understand SaaS consumption, adoption and business-value KPIs relevant to assigned solutions
- Understand multi-layered solution architectures (client-server, DB, load balancers, middleware), integrations and data flows
- Work with web servers (IIS, Tomcat), OS frameworks and scripting (PowerShell, batch, VBScript), and common architecture frameworks (ASP.NET, Java)
- Use server and application diagnostics tools (Wireshark, Perfmon, PerfView, Event Viewer) to investigate issues
- Understand Azure technologies relevant to the solution (serverless/PAAS, scale sets, containers/Kubernetes), deployment models and CI/CD (GitHub, Jenkins)
- Perform cloud operational activities: deployments, troubleshooting deployment-related issues, availability diagnostics, health monitoring, and creating automations (Python, RPA, etc.)
- Apply application performance engineering skills (DB health analysis, query/execution plan, index tuning) and perform prescribed KPI-based proactive performance reviews
- Exhibit a strong service mindset: ownership, customer centricity and relentless drive to improve
- Seek and act on feedback; pursue self-development and career growth opportunities
- Proactively identify learning paths and next-step career objectives
- Create high-quality knowledge articles independently and mentor others to increase usage and creation
- Leverage existing articles to accelerate resolution
- Identify and implement operational improvements (automation, process optimization)
- Simplify or automate manual procedures to improve operational efficiency
- Introduce methodologies that increase process efficiency and ROI
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