Basic Information

Country:

Mexico

State:

Jalisco

City:

Guadalajara

Date Published:

14-Apr-2025

Job ID:

44470

Travel:

up to 10%

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code

CA-OG

#LI-OG1

Hybrid: #LI-Hybrid

"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! 

BMC Helix helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

It is the policy of BMC Helix to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

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 7+ 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
Have phone calls with Customers and stakeholders to expedite the understanding of the issue, troubleshooting and closure.
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

Qualifications

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
Using AI tools to assist si meon delivering the best CX possible

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.

Min salary

495,000

Mid point salary

660,000

Max salary

825,000