18 feb
Jda Software
Monterrey
Sr Support Engineer II (WFM)
Apply locations: Monterrey
Time type: Full time
Posted on: Posted 2 Days Ago
Time left to apply: End Date: March 31, 2025 (30+ days left to apply)
Job requisition id: 250158
Job Profile - Sr Support Engineer II
The Senior Support Engineer 2 will support our SaaS customers to provide Solution/Product support on Work Force Management.
What you'll do:
• Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases.
• Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY WFM Solution WGS Team.
• Provide advice to BY partners and customers regarding industry best practices and process methodology.
• Document learnings and create knowledge articles for repeated cases.
• Bring in new ideas for automation, re-use, and service improvements.
• Understand the SaaS offering, features, and functionality deployed for a given customer.
• Work closely with the BY Solution Experts for complex issue resolution including Product Development.
• Continuous learning on latest BY Retail and WFM Solutions.
What we are looking for: Industry experience:
• 7+ years of Retail Workforce Management experience.
• 7+ years of experience in the Software/SaaS industry.
• Ideal candidate will have experience working with BY products, specifically WFM.
• Technical experience with BY products preferred specifically, WFM.
• Experience with customer/client support in Supply Chain software.
Technical Skills:
• Expert in Database programming/Data Modeling using Oracle SQL and MS SQL.
• Strong knowledge of middleware (i.e.
Weblogic, TomCat).
• Proficiency in Java / J2EE concepts – JDBC, C++.
• Cloud (Azure preferred), Log analysis, and networking tools.
• Advanced knowledge with operating systems (e.g.
Windows, UNIX, LINUX).
• Experience in scripting languages – Unix Shell Scripting, PowerShell, Python, Perl, etc.
Soft Skills:
• Must have excellent communication and interpersonal skills to interact with a wide variety of internal personnel with emphasis on follow-through and reporting.
• Ability to work calmly under pressure and meet deadlines.
• Proven background to have managed multiple stakeholders in a global environment.
• Must have strong multi-tasking skills.
• Must be self-motivated and quick learner - New technologies, platforms, integrations.
• Able to work flexible hours, including evenings, weekends,
as warranted by the situation in critical times or to manage customer escalations.
• Demonstrates initiative and is inquisitive.
• Succeeds in a fast-paced environment.
• Demonstrates the ability to work independently without losing team synergy.
• Demonstrates customer service ethics and core values.
Education:
• Bachelor's degree required, major in Computer Applications, Industrial Engineering, Supply Chain Management, or other equivalent technical fields.
Master's degree preferred.
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.
Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of.
About Us We are a proven,
passionate bunch of disruptors.
Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet.
Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor.
What do we do? Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment.
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