Mainframe Technical Support Analyst - Spain - Remote

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Description and Requirements

BMC is seeking a technically savvy, customer-focused Mainframe Control-M Workload Automation Technical Support Analyst to provide technical problem solving and support to customers.  The successful candidate will also act as a customer advocate inside the company.  The Technical Support Analyst is responsible for working directly with customers to diagnose, troubleshoot, debug and resolve product issues of complex scope. Come join a world-class support organization while learning IT Automation integration for some of the latest technologies such as Big Data, Cloud-based systems, mobile applications, and business analytics, with traditional and still essential platforms. This position is integral to adding value to our customer relationships via the skills and service we provide. We believe in delivering world-class customer service and proactive user assistance.  The mission of the Technical Support Analyst is to delight our customers via all aspects of the service and support experience.

Primary Responsibilities:
  • Provide courteous, efficient, and professional customer service to customers over the phone, remote access, and email with continued follow-up until resolved and ensure proper escalation procedures are followed for unresolved issues. 
  • Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues. 
  • Work closely with the customer on complex operating system-level problems as well as application layer issues and network communications. 
  • Responsible for writing knowledge base articles, recording video solutions and case documentation
  • Conduct research on customer incidents, and other duties as assigned. 
  • Ensure customer success and satisfaction by providing solutions to complex technical problems remotely by e-mail, phone support, and screen sharing.
  • Escalate and work directly with Research and Development to resolve complex support problems;
  • Provide Introductory Training to customers when called upon.
  • Builds and maintains appropriate test environments. 
  • May review and approve cases according to the escalation procedure; 
  • Prepares for and supports new products within the technical area - may include product installation and documentation review;
  • Work on customer support-related projects as assigned;
  • Test resolutions provided by development before providing to the customers;
  • Travel: Very rare;
  • Occasional weekend duties required.
The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems. 

  • 5+ years of mainframe experience, with solid knowledge of the supported z/OS versions;
  • Familiarity with Mainframe tools, programs, utilities, and tools,  i.e.; TSO, ISPF, Clist, REXX;
  • Job scheduling experience in complex production environments;
  • Knowledge of the BMC IOA family products and/or competitors;
  • Remote Technical Support Experience;
  • Must be a highly motivated, independent, at the same time, collaborative, flexible, with strong teamwork abilities;
  • Ability to duplicate a customer's specific software error to identify the cause, using tracing/debugging resources if needed;
  • Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up
  • Fluent English;

Additional Skill Areas 
  • JES2/JES3 subsystems (z/OS)
  • IBM Parallel Sysplex architecture
  • Security layers and protocols (LDAP, Top Secret, and mainly RACF)
  • Network Communications / SSL configurations
  • Presenting Technical Information
  • Remote access tools/Virtual Machines/Mainframe emulators
  • Basic Windows/Unix Operations (Servers)
  • Database infrastructure/ SQL general basic knowledge
  • Software testing, from simple PTFs up to new full releases bug hunt
  • Process Improvement
  • Spanish and/or German languages would be a good 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.