Technical Support Analyst

At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day.

Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops.

Your peers will inspire, drive, support you, and make you laugh out loud!

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments.

Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience.

No better team to join when customer centricity is at the heart of BMC's strategy!

Highly successful and geographically disperse Support team, seeks a Technical Support Analyst to work closely with our Enterprise customers to extend the value and enable customer success through BMC Digital Business Automation products and solutions allowing them to realize the full value of their BMC investment.

Key Responsibilities :

• Provide courteous, efficient, and professional technical support over the phone and email.
• With continued follow up until resolution or ensure proper escalation procedures are followed for unresolved issues.
• Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
• Work closely with the customer on complex Windows or Linux / Unix system-level problems as well as application layer issues and network communications.
• Responsible for writing knowledgebase articles and case documentation.
• Conduct research on customer incidents, and other duties as assigned.
• Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
• Escalate and work directly with Research and Development to resolve complex support problems
• Validate, document and escalate problems or bugs.
• Build and maintains appropriate test environments.
• May review and approve cases according to the escalation procedure.
• Prepare for and support new products within technical area - may include product install and documentation review.
• Work on customer support related projects as assigned.
• Test resolutions provided by development and package for release to customers.
• Occasional weekend duties will be required

To ensure you're set up for success, you will bring the following skillset & experience :

• The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems.
• Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative, whatever it takes attitude.
• Ability to duplicate a customer's specific software error in order to define the cause.
• Must have strong verbal and written communication skills for answering technical questions, and customer follow-up
• A grounding in : Linux / Unix and SQL.
• Customer Facing Technical Support Experience
• Applications administration and troubleshooting.
• Familiarity of Oracle, PostgreSQL & MS SQL Server
• Good experience of the Windows Operating System.

Additional Skills (highly desirable) :

• Familiarity with Control-M Workload Automation
• Knowledge of shell scripting languages such as Korn Shell, PowerShell, Perl or Bash
• Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat.
• Experience debugging with software development tools.

LI-Remote

Our commitment to you!

BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets;

experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At BMC, it is not typical for an individual to be hired at / near the top of the range. A reasonable estimate of the current range is $61,050 - $101,750