Customer Support Engineer - Guadalajara

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Description and Requirements

"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! 
Works directly with customers via phone, email, and chat sessions to enhance satisfaction and improve use of products. Responds to customer inquiries regarding products, features, and compatibility. Delivers solutions and implements workarounds by using technical knowledge to troubleshoot and diagnose software issues. May suggest configuration changes to improve product performance and meet customer needs. Analyzes, researches, and documents issues and adds resolution to knowledge base as input into product development and enhancement cycles. May publish knowledge articles for customers to reference in lieu of logging a help ticket. Issues that are very complex, technical, and require additional debugging are escalated to the product development team KNOWLEDGE, SKILLS, AND ABILITIES: Uses full understanding of discipline to resolve complex issues in creative and efficient ways. Applies judgement in evaluating and proposing recommendations to resolve issues that often require deep analysis and interpretation of data. Participates in, and may lead, cross-functional and department teams. Plans and executes tasks with very little supervision. EDUCATION AND EXPERIENCE: Bachelor’s degree or equivalent with a minimum of 8 years of professional experience OR advanced degree with 6 years of experience required.Primary Roles and Responsibilities:

* Identifies and drives Self-help initiatives and Knowledge Base Maintenance
* Provide Level-2 and Level-3 support for BMC solutions
* Respond to and resolve all customer technical issues (via phone, e-mail, web)
* Work with product engineering team on customer escalations and help them fixing issues
* Maintain high level of customer satisfaction
* Overall experience of 5+ years in IT industry
* Maintain clear and concise ticket documentation with all required data and fields
* Escalate service requests and issues appropriately to engineering team
* Exercise independent thought within defined procedures and practices
* Manage priorities and act on factors that create priorities
* Prepare for and support new products within technical area
* Work within a global teamwork environment
* Weekend support on rotational basis
* This is 24*7 operations support so flexibility to work in different shifts


* BS degree in CS/EE or equivalent experience
* Technical Customer support experience
* Excellent written and verbal communication skills
* Customer handling skills
* Fluent in English, written and verbal
* Strong debugging/troubleshooting skills
* Overall experience of 8+ years in IT industry
* Knowledge and understanding of BMC Solutions is a plus
* Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
* API Troubleshooting
* Tomcat Troubleshooting
* Database experience, specifically Oracle and MS SQL, or other databases knowledge
* Certified or very familiar with ITIL
* Containers knowledge is a plus
* transformation, movement, loading, cleansing, and updating processes.
* Workflow process experience
* Intuitive/Risk-Taking
* Decision Making
* Organization
* Administration infrastructure support
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! 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.

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