Basic Information

Country:

Mexico

State:

Jalisco

City:

Guadalajara

Date Published:

06-Nov-2024

Job ID:

43441

Travel:

up to 10%

Description and Requirements

CareerArc Code

CA-OG

#LI-OG1

Hybrid: #LI-Hybrid

"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! 

BMC Helix Client Management optimizes your service management solution to provide comprehensive, automated endpoint management, delivering great service to end users while minimizing cost, maintaining compliance, and reducing security risk.

About the Role

We are looking for a skilled Customer Engineer to join our team. The ideal candidate will be responsible for providing technical support and exceptional service to our customer support team. This role requires a strong understanding of engineering principles, excellent problem-solving skills, development skills to provide test modules (C++, Java, SQL), and the ability to communicate effectively with both technical and non-technical customers. As a Customer Engineer, you will be the first point of contact for our customer support team, addressing their technical issues, providing solutions, and ensuring the customer satisfaction with Client Management. You will work closely with our customer engineering manager and product development team, and relay customer feedback for continuous improvement. Your role will also involve maintaining documentation, conducting training sessions, and staying updated with the latest industry trends and technologies. The successful candidate will be proactive, patient, and passionate about helping others. If you have a background in engineering and a knack for customer service, we would love to hear from you.

Responsibilities

Diagnose and troubleshoot technical issues with Client Management product.
Find workarounds to limit production down time.
Collaborate with technical support & engineering teams to resolve complex problems.
Document and track customer issues and resolutions.
Conduct training sessions for technical support on product usage.
Update technical documentation and Knowledge articles.
Relay customer feedback to product development teams.
Stay updated with the latest industry trends and technologies.
Ability to provide test modules (C++, Java).
Participate in product testing and quality assurance.
Manage and prioritize multiple customer issues simultaneously.
Develop and maintain a deep understanding of Client Management.
Identify opportunities for process improvements in customer support.
Assist in the creation of support policies and procedures.
Provide feedback and suggestions for product enhancements.
Maintain a professional and positive attitude in all interactions.

Desired skills & experience

6+ years in software development with large enterprise products in an Agile software development environment.
Proven experience in a customer service or technical support role.
Excellent problem-solving and analytical skills.
Strong organizational and multitasking abilities.
Ability to work independently and as part of a team.
Strong attention to detail and accuracy.

Technical skills

C++ & Java Programming skills

Can read and understand code, ability to re-use and modify the existing code to meet the requirement.
Strong testing and debugging skill in IDE (Visual Studio or VS Code)

Complex SQL queries
PostgreSQL, SQL Server, and Oracle Databases knowledge.
Well versed with Windows, Linux and macOS environments using VMWare, Nutanix etc.
Knowledge on Android and/or iOS appreciated.
Understanding of Git, Jira, Confluence, XWiki.
Understanding the basic of networking concepts, Scripting languages.

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.

Min salary

635,250

Mid point salary

847,000

Max salary

1,058,750