Customer Support Engineer - Guadalajara

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Description and Requirements

Customer Support Engineer for RemedyForce 

Who we are and what we do?

At BMC, transformation is everything. It’s how we bring IT to life for more than 20,000 customers worldwide—82% of the Fortune 500 to be exact. And it’s what energizes our more than 6,000 employees to bring meaningful change to businesses and lives, especially their own. 300+ patents give our customers a strong competitive edge.

We have 35 years of market leadership in the IT management solutions. We also have the energy, optimism, opportunities, and private financial backing that makes us feel—and act—more like a start-up that knows no limits. 
For you, that means the chance to do more and be more—not only making incredible things happen with technology but also reinventing the BMC business right now. 

A career that expands your mind and your horizons. Peers who inspire you, drive you, support you, and make you laugh out loud. An environment that fosters individuality and personal growth. All at a company that is committed to leading the industry in the delivery of digital services for business transformation. That’s BMC.

What do the analysts say?

We can talk about being best in class, but it means much more when you hear it from unbiased third parties. Gartner and Forrester continually place us ahead of our primary competitors.
Gartner announced BMC Software as a leader for the seventh consecutive year in the October 2020 Magic Quadrant for IT Service Support Management Tools (ITSSM).
Position Description

The Application Support Engineer is responsible for providing a high-level expertise to support Monitoring products for Enterprise customers. The Job Scope includes troubleshooting issues related to Monitoring Products on multiple operating systems, databases and networks, to provide a timely and accurate response to our customers. Report and validate design defects and enhancement requests.
Primary Roles and Responsibilities:
  • Provide Level-2 and Level-3 support for Monitoring Operations
  • Respond to and resolve all customer technical issues (via phone, e-mail, web)
  • Work with engineering team on customer escalations and help those fixing issues
  • Maintain high level of customer satisfaction
  • 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
  • Contribute to Self-help initiatives and Knowledge Base Maintenance
  • Work within a global teamwork environment
  • Weekend support on rotational basis
  • Contribute to problem management and root cause analysis activities
  • 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 
  • Inquisitiveness to learn new products and ideas 
  • Experience and knowledge of SaaS
  • Salesforce knowledge, certification is a plus
  • Microsoft Azure knowledge, certification is a plus
  • Knowledge and understanding in VMWare, Windows/UNIX system administration 
  • Overall experience of 4-5 years in IT industry 
  • Knowledge and understanding of Monitoring Solutions is a plus
  • Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux) 
  • Familiarity with HTML, XML, Java (runtime)
  • Database experience, specifically Oracle and MS SQL, or other databases knowledge
  • Directory Service/LDAP, specifically Active Directory 
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc.
  • Certified or very familiar with ITIL
  • Desired experience with AWS and/or MS Azure
  • Containers knowledge is a plus

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.