BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

BMC is seeking a technically savvy, 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. Come join 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.  The mission of the Technical Support Analyst is to delight our customers via all aspects of the service and support experience.

• Provide courteous, efficient, and professional customer service to customers over the phone and email with continued follow up until resolved and insure proper escalation procedures are followed for unresolved issues.
• Includes 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.
• Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat
• Familiarity with SQL & RDBMS software such as Oracle, PostgreSQL, MS SQL Server
• Experience with UNIX and Windows Systems Administration
• Knowledge of  shell  scripting languages such as Korn Shell, PowerShell, Perl or Bash
• Familiarity with IT Automation tools such as Control-M Workload Automation a plus
• Occasional weekend duties required
• 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
• 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.
• May review and approve cases according to the escalation procedure.
• Prepares for and supports 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.

Qualifications
 
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.
Experience with one or many of the following:

• Linux/Unix experience
• Microsoft Windows Administration Experience
• SQL Experience
• Customer Facing Technical Support Experience
• Experience debugging with software development tools.
• Applications administration and troubleshooting.
• 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 technical presentations, product demonstrations, answering technical questions, and customer follow-up.
• Additional Skill Areas
• Problem Solving
• Presenting Technical Information
• Process Improvement
• Software Testing
• 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
• 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
• Unix Shell Scripting
• PERL knowledge

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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.