Support Engineer Ii (Monterrey)

What you will do:

• Act as product technical liaison between support and development teams.
• Communicate technical product and solution expertise to internal and external customers.
• Exhibit a commitment to customer service while building customer partnerships.
• Expertly utilize support tools (Salesforce, Teams, etc.) to expedite case resolution.
• Follow operational guidelines for interacting with other associates.
• Fully document all case interactions and author Knowledge Base solutions.
• Provide updates and case statuses to customers and management.
• Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc.) or team collaboration.
• Use customer service, communication and problem‑solving skills to solve inquiries from Blue Yonder customers.
• Work as a support team member to utilize technical skill...