BMC is seeking a technically savvy, customer-focused 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