Blue Yonder
Sr Support Engineer (Mobile Device Management - Kiosks)
Blue Yonder, Coppell, Texas, United States, 75019
Sr Support Engineer (Mobile Device Management – Kiosks)
BY Title:
Sr Support Engineer 1
Location:
Virtual within the US (CST or MST preferred)
Visa Sponsorship:
We are unable to provide Visa sponsorship for this role
Overview:
Join our dynamic team at Blue Yonder, where innovation meets excellence. We are excited to announce an opportunity to be part of the Doddle team, which was proudly acquired by Blue Yonder in 2023. Doddle’s renowned, cutting‑edge solutions in last‑mile delivery and returns management play a crucial role in driving forward our mission to revolutionize the supply chain landscape.
In the role of a Sr Support Engineer, you will be responsible for providing comprehensive technical support for kiosk deployment projects, including on‑site installation, configuration, and troubleshooting of hardware and software issues. You will deliver remote support through various communication channels and tools, ensuring minimal downtime for clients, and manage Mobile Device Management (MDM) solutions for Android‑based kiosks. The role involves diagnosing and repairing hardware and software issues, collaborating with multiple teams to ensure prompt resolutions, and maintaining detailed documentation for continuous improvement. Additionally, the engineer offers excellent customer service and technical guidance to clients, fostering confidence in kiosk operations.
What You’ll Do
Deployment Field Support: Provide on‑site technical support expertise and training for kiosk pilot deployment projects, including installation, configuration, and troubleshooting of hardware and software issues, and basic operational support training of staff.
Remote Support: Deliver remote troubleshooting and problem resolution via phone, email, and remote access tools including MDM and RMM, ensuring minimal downtime.
MDM Management: Configure, deploy, and support MDM solutions to manage and monitor self‑service kiosks running Android operating systems.
Application Deployment: Use remote management tools and MDM to seamlessly deploy and maintain our application across client networks of thousands of Android kiosk devices.
Break‑Fix Support: Diagnose and repair issues related to kiosk hardware and software, working closely with the 1st line Support Team and Field Engineering Technicians, the client, product and development teams, and hardware manufacturers to ensure prompt resolution and minimal disruption to service.
Installation & Configuration: Assist with the setup, installation, and configuration of self‑service kiosks, including software deployment via MDM.
Documentation & Reporting: Maintain accurate documentation of technical issues, resolutions, and customer interactions to support continuous improvement and future troubleshooting. Review and improve user guides, manuals and SOPs pertaining to kiosk operations and support.
Collaboration: Work closely with Operations, Product Development and external partner support teams to identify and address recurring issues and help implement long‑term solutions to improve system performance and reliability.
Client Interaction: Provide excellent on‑site (when required) and remote customer service and technical guidance to clients, ensuring satisfaction and confidence in kiosk operations.
What We Are Looking For
Proven experience in MDM solutions such as SOTI MobiControl or Ivanti Neurons (MobileIron).
Measurable experience with Remote Management and Monitoring tools such as Kaseya or N‑Able.
Strong knowledge of the technical support of hardware in retail environments including hardware and software components.
Previous experience in field support and providing on‑site technical services, including installation, maintenance, and troubleshooting of kiosks and related devices.
Expertise in remote troubleshooting tools and techniques for diagnosing and resolving issues without on‑site visits.
Hands‑on experience with break‑fix services, including component replacement and repair for kiosk systems, terminals, and peripherals.
Solid understanding of networking concepts, device management, and security protocols in relation to kiosk systems and mobile devices.
Strong communication skills, with the ability to interact with both technical and non‑technical clients.
Ability to work independently and manage time effectively, balancing field and remote support responsibilities.
Personal Attributes
Problem‑solving mindset with a proactive approach to resolving technical challenges.
Strong attention to detail and methodical in troubleshooting and documentation.
Customer‑focused with a dedication to delivering top‑tier technical support.
Comfortable working in a fast‑paced, evolving environment with multiple concurrent priorities.
Nice to Have
Experience with Android and Windows‑based kiosk operating systems.
Experience with label printers and printer systems.
Experience with handheld devices, terminals, mobile phones running Android or iOS operating systems.
Certifications in MDM platforms (e.g., VMware, MobileIron, etc.).
Previous work experience in the self‑service kiosk industry or similar fields (e.g., digital signage, ATMs, or interactive kiosks).
Familiarity with remote monitoring tools and device performance analytics.
Ability to work flexible hours, including occasional weekends or on‑call shifts.
Ability to travel both nationally and internationally to support kiosk PoC and pilot deployments, workshops and training activities as needed on an ad‑hoc basis.
The salary range for this role is $80,000 – $92,000 USD. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.
Benefits
Comprehensive Medical, Dental and Vision
401K with Matching
Flexible Time Off
Corporate Fitness Program
A variety of voluntary benefits such as Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more
At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal‑opportunity employer. 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.
#J-18808-Ljbffr
Sr Support Engineer 1
Location:
Virtual within the US (CST or MST preferred)
Visa Sponsorship:
We are unable to provide Visa sponsorship for this role
Overview:
Join our dynamic team at Blue Yonder, where innovation meets excellence. We are excited to announce an opportunity to be part of the Doddle team, which was proudly acquired by Blue Yonder in 2023. Doddle’s renowned, cutting‑edge solutions in last‑mile delivery and returns management play a crucial role in driving forward our mission to revolutionize the supply chain landscape.
In the role of a Sr Support Engineer, you will be responsible for providing comprehensive technical support for kiosk deployment projects, including on‑site installation, configuration, and troubleshooting of hardware and software issues. You will deliver remote support through various communication channels and tools, ensuring minimal downtime for clients, and manage Mobile Device Management (MDM) solutions for Android‑based kiosks. The role involves diagnosing and repairing hardware and software issues, collaborating with multiple teams to ensure prompt resolutions, and maintaining detailed documentation for continuous improvement. Additionally, the engineer offers excellent customer service and technical guidance to clients, fostering confidence in kiosk operations.
What You’ll Do
Deployment Field Support: Provide on‑site technical support expertise and training for kiosk pilot deployment projects, including installation, configuration, and troubleshooting of hardware and software issues, and basic operational support training of staff.
Remote Support: Deliver remote troubleshooting and problem resolution via phone, email, and remote access tools including MDM and RMM, ensuring minimal downtime.
MDM Management: Configure, deploy, and support MDM solutions to manage and monitor self‑service kiosks running Android operating systems.
Application Deployment: Use remote management tools and MDM to seamlessly deploy and maintain our application across client networks of thousands of Android kiosk devices.
Break‑Fix Support: Diagnose and repair issues related to kiosk hardware and software, working closely with the 1st line Support Team and Field Engineering Technicians, the client, product and development teams, and hardware manufacturers to ensure prompt resolution and minimal disruption to service.
Installation & Configuration: Assist with the setup, installation, and configuration of self‑service kiosks, including software deployment via MDM.
Documentation & Reporting: Maintain accurate documentation of technical issues, resolutions, and customer interactions to support continuous improvement and future troubleshooting. Review and improve user guides, manuals and SOPs pertaining to kiosk operations and support.
Collaboration: Work closely with Operations, Product Development and external partner support teams to identify and address recurring issues and help implement long‑term solutions to improve system performance and reliability.
Client Interaction: Provide excellent on‑site (when required) and remote customer service and technical guidance to clients, ensuring satisfaction and confidence in kiosk operations.
What We Are Looking For
Proven experience in MDM solutions such as SOTI MobiControl or Ivanti Neurons (MobileIron).
Measurable experience with Remote Management and Monitoring tools such as Kaseya or N‑Able.
Strong knowledge of the technical support of hardware in retail environments including hardware and software components.
Previous experience in field support and providing on‑site technical services, including installation, maintenance, and troubleshooting of kiosks and related devices.
Expertise in remote troubleshooting tools and techniques for diagnosing and resolving issues without on‑site visits.
Hands‑on experience with break‑fix services, including component replacement and repair for kiosk systems, terminals, and peripherals.
Solid understanding of networking concepts, device management, and security protocols in relation to kiosk systems and mobile devices.
Strong communication skills, with the ability to interact with both technical and non‑technical clients.
Ability to work independently and manage time effectively, balancing field and remote support responsibilities.
Personal Attributes
Problem‑solving mindset with a proactive approach to resolving technical challenges.
Strong attention to detail and methodical in troubleshooting and documentation.
Customer‑focused with a dedication to delivering top‑tier technical support.
Comfortable working in a fast‑paced, evolving environment with multiple concurrent priorities.
Nice to Have
Experience with Android and Windows‑based kiosk operating systems.
Experience with label printers and printer systems.
Experience with handheld devices, terminals, mobile phones running Android or iOS operating systems.
Certifications in MDM platforms (e.g., VMware, MobileIron, etc.).
Previous work experience in the self‑service kiosk industry or similar fields (e.g., digital signage, ATMs, or interactive kiosks).
Familiarity with remote monitoring tools and device performance analytics.
Ability to work flexible hours, including occasional weekends or on‑call shifts.
Ability to travel both nationally and internationally to support kiosk PoC and pilot deployments, workshops and training activities as needed on an ad‑hoc basis.
The salary range for this role is $80,000 – $92,000 USD. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.
Benefits
Comprehensive Medical, Dental and Vision
401K with Matching
Flexible Time Off
Corporate Fitness Program
A variety of voluntary benefits such as Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more
At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal‑opportunity employer. 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.
#J-18808-Ljbffr