Senior Technical Support Analyst

Basic Information

Country

United States

State

NA

City

Remote

Date Published

06-Aug-2021

Job ID

31005

Travel Amount

None

Description and Requirements

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.

Responsibilities:

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
Periodic weekend work will likely be required.

Behaviour, Skills and Experience:

5 - 8 years of experience in diagnosing and troubleshooting technical issues. 
Working knowledge of SaaS, Cloud Technologies, and various Integrations
Working Knowledge of SRM, ITSM, CMDB & Remedy Architect. ITIL v3 certification is preferable.
Working Knowledge of RSSO, DWP, Smart IT, Smart Reporting, Analytics & Dashboards.
Working knowledge of SQL Server, PostgreSQL, etc.
Experience with CI/CD pipelines and DevOps tools such as Jenkins, Docker, Git, Kubernetes, Terraform, and Ansible.
Working knowledge of Operating System: Windows Server and Linux
Working knowledge on monitoring tools ELK, Prometheus, Kibana, and Grafana a plus.
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.
You have a passion for collaborating cross-functionally & cross-product to identify and own the RCA and mitigation plan and reduce MTTR
Increasingly independent and able to contribute to the development of new methods & procedures where they become required.

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.