Basic Information

Country:

United States

State:

Date Published:

23-Dec-2024

Job ID:

43581

Travel:

You may occasionally be required to travel for business

Additional Locations:

Detroit - Michigan, Houston - Texas, San Francisco - California, New York - New York, Washington - DC

This role can be based remotely in United States

Description and Requirements

CareerArc Code

CA-JG

#LI-JG1

Remote: #LI-Remote

"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! 

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy! 

BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent.

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

Provide customer technical support for the IBM z/OS -IBM IMS TM (Information Management Systems) related BMC products. Familiarity with BMC AMI OPS for IMS is a plus.
Communicate with customers and R&D to troubleshoot issues, isolate root cause, and deliver solutions or implement workarounds.
The highly technical nature of our products requires an individual with a solid foundation of technical skills and an aptitude for understanding complex technical concepts. IMS Systems Programming experience is ideal.
Manage support requests and customer expectations throughout the support process to ensure customer success and satisfaction.
Document all relevant details from the initial report of an issue, through troubleshooting, escalation, and resolution.
Analyze and troubleshoot complex customer issues; working directly with Product Management and R&D when issues must be escalated.
Respond to customers in a timely manner to deliver workarounds and solutions for complex technical problems. (via email, web, and phone support).
Install, configure, troubleshoot, and provide feedback in response to software product questions.
Install , configure the BMC Products you will support and endeavor to recreate customer problems where possible to speed up fix resolution and QA testing.
Request and retrieve any problem documentation including IMS log records, SVC dumps and batch job output utilizing multiple resources including customer support application.
Review product technical documentation (User Help Manuals, product release notes, etc.) to ensure any identified errors and/or revisions and additions are properly documented.

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

You can embrace, live and breathe our BMC values every day!
You have 6+ years of experience handling IMS technical support challenges in a systems programming role
You have in depth troubleshooting and analytical knowledge in these BMC product areas - IBM IMS TM (Information Management Systems) related to BMC products, including BMC AMI Ops for IMS
You are able to participate in on-call support on evenings and weekends as assigned in the rotation

#LI-Remote

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.

Looking for more details about our benefits? You can also learn all about them by clicking on the following link: https://guide.mybmcbenefits.com/

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 $98,625 - $164,375

Min salary

98,625

Mid point salary

131,500

Max salary

164,375