Senior Technical Support Analyst

About Us:

At BMC Software, 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!

Job Description:

BMC is looking for experienced customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. As a Senior Technical Support Analyst, you will play a key role in providing advanced technical support, troubleshooting complex issues, and ensuring customer success and satisfaction. You will work closely with Product Management and R&D to deliver solutions and implement workarounds for our highly technical products.

Responsibilities:

• Lead the Charge: Provide advanced technical support via email, web, and phone, becoming a trusted advisor for our customers.
• Master the Challenges: Analyze and troubleshoot complex customer issues, using your expertise to deliver effective solutions.
• Document Your Expertise: Maintain comprehensive records of all interactions, from the initial report of an issue through troubleshooting, escalation, and resolution.
• Hands-On Leadership: Install, configure, and provide feedback on software products, leading by example with hands-on technical work.
• Collaborate and Mentor: Work closely with Product Management and R&D to escalate issues and mentor junior team members, fostering a culture of continuous improvement and innovation.

Required Skills:

• 5+ years of experience in a Mainframe environment with z/OS Db2 database administration and/or system programming, alongside knowledge in at least one of AMI Cloud, Compuware Upstream, Storage, Db2, DevX (ISPW), Ops and CICS.
• Extensive experience with the software development life cycle and methodology.
• Strong analytical and problem-solving skills.
• Excellent communication skills in English.
• Proven ability to manage support requests and customer expectations.

Why Join Us?

• Competitive salary and benefits.
• Opportunities for professional growth and development.
• A supportive and dynamic work environment.
• The chance to work with cutting-edge technology and innovative solutions.

Apply Now:

If you are passionate about technology and customer success, and you have the skills and experience we are looking for, we would love to hear from you! Apply today and take the next step in your career with BMC Software.