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Basic Information

Job Name
Sr Technical Supp Analyst - Canada
Country
Canada
State
NA
Date Published
14-May-2026
Job ID
46975
Travel
You may occasionally be required to travel for business
This role can be based remotely in Canada 
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-JR
#LI-JR1
Remote: #LI-Remote
This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

Sr Technical Support Analyst – Canada (Secret Security Clearance)

The Senior Technical Support Analyst will be responsible for providing advanced technical support for complex problems to assist our global customers, ensuring they keep their business running using our best-in-class products.


Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

  • Provides courteous, efficient, and professional technical support for BMC Helix products (SaaS) over the phone and email to customers across a broad range of industries.
  • Use professional concepts & company policies & procedures to solve a wide range of difficult problems in imaginative & practical ways.
  • Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors and to recommend appropriate corrective action.
  • Will have sufficient experience to be able to develop new investigative methods & procedures.
  • Exercises systematic proficiency in some specialized skills which display depth & breadth within several BMC applications/technologies.
  • Conducts research on customer incidents to help create reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation, to create, modify, assess and approve the publication of Knowledge Articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems
  • On call and periodic weekend work will be required.

To ensure you’re set up for success, you will bring the following skillset & experience:

  • 6-8+ years of experience diagnosing and troubleshooting complex technical issues.
  • Ability to obtain Canadian Secret Security Clearance (current clearance preferred).
  • Working knowledge of SaaS, Cloud technologies, and integrations.
  • Hands‑on experience with SRM, ITSM, CMDB, and Remedy Architecture; ITIL v3 certification preferred.
  • Experience with RSSO, DWP, Smart IT, Smart Reporting, Analytics, and Dashboards.
  • Proficiency with SQL Server, PostgreSQL, and API integrations (SOAP, REST).
  • A big advantage would be experience with CI/CD pipelines and modern DevOps tooling, including Jenkins, Docker, Git, Kubernetes, Terraform, and Ansible.
  • Working knowledge of Windows Server and Linux.
  • Familiarity with monitoring tools such as ELK, Prometheus, Kibana, and Grafana is an asset.
  • Highly motivated, independent, and adaptable, with strong collaboration skills.
  • Customer‑focused, with the ability to resolve issues quickly and effectively.
  • Able to take ownership of complex technical problems and stabilize challenging customer situations.
  • Strong cross‑functional collaboration skills, with a passion for driving RCA, mitigation plans, and reducing MTTR.
  • Increasingly independent, contributing to the development of new methods and procedures as needed.


#LI-Remote 

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix 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 asa 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.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 

The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is $91,125 - $151,875

Min salary
91,125
Mid point salary
121,500
Max salary
151,875
Min Salary - NEW
91,125
Max Salary - NEW
151,875