Sr Technical Support Analyst

Basic Information


United States





Date Published


Job ID


Travel Amount


Description and Requirements

Position Description - Senior Technical Support Analyst

Responsible for providing advanced technical support for complex problems to assist our global customers to keep their business running using our best-in-class products.


·         Provides courteous, efficient and professional technical support over the phone and email to customers across a broad range of industries.

·         Uses 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

·         Provides input for and participates periodically in projects or project teams.

·         Periodic weekend work will likely be required.

Supervision and interaction

·         Fully contributing team member with some display of key contributor and increasing supervisory behaviors.

·         Largely self-managing, requiring only somewhat indirect supervision.

Behaviour, skills, experience

·         5 - 8 years of experience in diagnosing and troubleshooting technical issues.

·         Has excellent communication and interpersonal skills.

·         Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.

·         Focus on customer satisfaction with the ability to provide problem resolution in a timely manner.

·         Can be relied upon to take control of difficult technical problems or customer situations to restore calm and find solutions.

·         Increasingly independent and able to contribute to the development of new methods & procedures where they become required.

·         Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.


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.