Lead Product Developer

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Description and Requirements

The BMC Platinum Engineering team is the customer-facing arm of R&D with the mission to make our customers successful through trusted partnerships and customer advocacy.  In this role, you will work with a wide range of BMC products, including our new Helix suite. You will be responsible for enabling our customers by providing best practices, conducting enablement workshops, developing tools and customizations, and performing architecture reviews. You will assist our R&D teams with critical escalations, participate in product demos and reviews, and provide product feedback as a customer advocate. The ideal candidate has good communication skills and can work closely with customers, the field, and technical resources. The candidate is also expected to have strong technical skills and the ability to troubleshoot and debug complex systems and software.

The role has two primary focus areas:
1) Ability to work at as a technical SME to resolve customer problems and escalations while providing technical insight back to R&D to help drive product design decisions, usability, and release planning

2) Ability to understand and advocate BMCs strategic business direction to help our customers achieve more value from their investments with BMC

Roles and Responsibilities:
You will be working as a Lead Product Developer in India focused on the Helix ITSM Suite including Digital Workplace (DWP), Innovation Suite (IS), Virtual Agents (Chatbot) & Business Workflows (BWF) in both SaaS and On-Prem environments.

  • Your role is to help our customers solve technical challenges and expand the value they are getting from our products by understanding their use cases and recommending creative solutions through awareness of our products.
  • You will support our top-tier customers to proactively drive value realization through architecture reviews, technical health checks, upgrade planning, best practices, and product enablement
  • You will assist our Support and R&D teams on critical customer escalations, with the ability to quickly troubleshoot and debug complex technical issues
  • Work closely with our account and field teams on customer activities including proof-of-value, trials, onboarding, upgrades, and migrations to Helix
  • Be a team member who is passionate about quality and demonstrates creativity and innovation in enhancing our products and making our customers successful
  • Excellent problem solving, debugging, analytical and communication skills
  • Ability to learn new BMC products and technologies as required for a successful release delivery and customer support
  • Work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors
  • Quickly critique the initial problem analysis to ensure that all data necessary for problem resolution is available in a timely manner
  • Collect business and technical requirements from customers and map them to BMC required capabilities to justify the investment through the definition of an ad-hoc business case
  • Build, customize and deliver technical presentations to explain how product capabilities address customer pains and deliver value within the identified scenarios
  • Actively participate in activities to improve our customer experience of the portfolio

  • 10 years overall experience in IT industry and 4 years of working directly with customers with BMC ITSM Suite of products.
  • Bachelor’s degree in Computer Science or related discipline
  • Substantial experience working in an enterprise-type software consulting, implementation, support, or training 
  • For On-Prem the candidate will have or be willing to learn about Containerised technologies such as Kubernetes, Rancher, Tanzu, OpenShift as examples
  • Experience using cloud computing (AWS, Azure, Open Stack) and docker/container-based technologies
  • Proficient in debugging and troubleshooting complex systems and customer issues
  • Knowledge and understanding of at least one database such as Oracle or PostgreSQL
  • Expert knowledge on at least one operating system (UNIX/Linux or Windows) with expertise in Linux as a plus
  • Ability to communicate technical and business information to a varied audience (technical and non-technical customers)
  • Ability to develop a broad awareness of the client's technical architecture and emerging technologies with enough knowledge to determine what is and is not possible
  • Excellent verbal, written, and interpersonal communication skills
  • Minimal travel is required, based on our customer engagements
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

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