.Title: Support Engineer 1Location: Mexico, Monterrey (Remote)OverviewBY White Glove Support Team is responsible for working with our global customers as dedicated support focused on the execution part of the Supply Chain Industry.
For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change requests, service requests, as well as end-to-end workflow support.
To help achieve success, we work closely with other cross-functional and development teams to drive a more controlled environment.Scope:The Support Engineer will be responsible for working with global functional and technical teams under various customer engagements to gather and understand reported issues/problems and drive towards solutions and fixes.
The individual will work with regional customers/stakeholders to rollout and support our designed products/solutions to efficiently satisfy business requirements while ensuring processes are supportable and meet customer satisfaction.
The Support Engineer will work as a Squad member to support our SaaS customers on the Azure environment.What you'll do:Provide functional and/or technical support for service requests, incidents, changes, or problems that affect BY Solution and impact our customer business.Understand and triage customer issues, conducting necessary technical research or team collaboration.
Document learnings and create knowledge articles for repeated cases.Log and respond to customer support requests via phone, e-mail, and web interface.Communicate product and solution expertise to internal and external customers.Work closely with the BY Execution Experts for complex issue resolution including Product Development.Continuous learning on the latest BY Solutions.What we are looking for:Industry experience:2+ Years Experience in a Customer-facing Software Industry role; preference given to software support or technical support (SQL, Servers, etc).Experience working with BY products preferred, specifically Transportation or Warehouse management solutions.Supply chain domain experience is a plus.Technical Skills:Experience with Splunk / Oracle database / SQL/ WebLogic, Java preferred.Demonstrates analytical and problem-solving skills.Programming language in Java / J2EE concepts – JDBC, C++.Knowledge of operating systems (e.G., Windows, UNIX, LINUX).Understanding of scripting languages – Unix Shell Scripting, PowerShell, Python, etc.Soft Skills: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.Self-motivated and quick learner of new technologies, platforms, and integrations.Able to work flexible hours, including evenings and weekends as warranted by critical situations or to manage customer escalations.Demonstrates initiative and is inquisitive