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Basic Information

Job Name
Staff Technical Supp Analyst - Mexico
Country
Mexico
State
Ciudad de Mexico
City
Mexico City
Date Published
10-Jun-2025
Job ID
44984
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! 
  • Provide customer technical support for Cobol debugging tools in TSO and CICS. Knowledge of Cobol programing, compiling and debug 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. Strong skills in Windows and Mainframe required.
  • 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 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 are able to participate in on-call support on evenings and weekends as assigned in the rotation

  • Ideal candidate will have strong experience with Software Development Life Cycle (SDLC) and Source Control Management (SCM) fundamentals and strategies. Preferred skills include hands on experience with Mainframe based SCM tools, such as ISPW/Code Pipeline and/or Endevor and/or ChangeMan, etc... Source code version control, management and deployment are also beneficial.


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
445,125

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.

Mid point salary
593,500
Max salary
741,875