Staff Technical Supp Analyst
LOCATIONS:
BMC is seeking a technical, customer focused Control-M Workload Automation Technical Support Analyst to provide technical problem solving and support to customers. The successful candidate will also act as a customer advocate inside the company. The Technical Support Analyst is responsible for working directly with customers to diagnose, troubleshoot, debug and resolve product issues of complex scope. You would be joining a world class support organization while learning IT Automation integration for some of the latest technology’s such as Big Data, Cloud-based platforms, mobile applications and business analytics. This position is integral to adding value to our customer relationships via the skills and service we provide. We believe in delivering world class customer service and proactive user assistance.
JOB RESPONSIBILITIES:
- Providing courteous, efficient, and professional technical support over the phone and email to customers across a broad range of industries.
- Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications.
- Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.
- Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
- Managing customer expectations and competing priorities.
- Troubleshooting: the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues. Where practical, the ability to duplicate a customer's specific software error in order to define the cause.
- Conducting research on customer incidents, and other customer support related projects as assigned.
- Using your written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
- Escalating issues and working directly with Research and Development to resolve complex support problems.
- Occasional weekend duties required.
- Provide Introductory Training to customers when called upon.
- Validates, documents and escalates design, reliability and maintenance problems or bugs.
- Builds and maintains appropriate test environments.
- Prepares for and supports new products within technical area - may include product install and documentation review.
- Works directly with customers via phone, email, and chat sessions to enhance satisfaction and improve use of products
- Responds to customer inquiries regarding products, features, and compatibility. Delivers solutions and implements workarounds by using technical knowledge to troubleshoot and diagnose software issues
- May suggest configuration changes to improve product performance and meet customer needs.
- Analyzes, researches, and documents issues and adds resolution to knowledge base as input into product development and enhancement cycles.
- May publish knowledge articles for customers to reference in lieu of logging a help ticket. Issues that are very complex, technical, and require additional debugging are escalated to the product development team
KNOWLEDGE, SKILLS, AND ABILITIES:
Creatively solves complex tasks by applying judgement to select the best approach to achieve desired outcomes. Understands how function and role contribute to business goals. Collaborates with others both within the discipline and on cross-functional teams. Plans and completes assignments independently with little supervision.
EDUCATION AND EXPERIENCE:
Bachelor’s degree or equivalent with a minimum of 5 years of professional experience OR advanced degree with 3 years of experience required.
SKILLS, QUALIFICATIONS AND PREFERRED EXPERIENCE:
The successful candidate will have a combination of the following:
- Customer-facing technical support experience supporting software products, ideally 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.
- Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative, ‘whatever it takes’ attitude.
- Familiarity with IT Automation tools such as Control-M Workload Automation a plus
- Experience with one or many of the following:
- Linux/Unix experience
- Microsoft Windows Administration Experience
- SQL Experience
- Strong verbal and written communication English language skills and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.
ADDITIONAL VALUED SKILLS:
- Problem Solving
- Presenting Technical Information
- Process Improvement
- Software Testing
- Asian language skills
- Unix System Administration
- Windows System Administration
- SQL knowledge
- Database infrastructure
- Network Communication
- Firewalls and DMZ’s
- SSL
- LDAP
- Hadoop (Big Data)
- SAP
- FTP
- Virtual Machines
- Java application servers
- Amazon Web Services, Microsoft Azure
- Storage Management
- Oracle, MS-SQL Server, PostgreSQL Databases
- Backup and Recovery
- High Availability/Disaster Recovery
- Unix and Microsoft Windows Clusters
- Ability to read debug logs
- Knowledge of shell scripting languages such as Korn Shell, PowerShell, Perl or Bash
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.
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Americas
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Europe
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Middle East & Africa
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Asia Pacific
We welcome your comments and questions about this Staff Technical Supp Analyst opportunity at BMC Software.
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