Skip to content

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
44986
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 BMC AMI Cloud suite of products
  • 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. IMS Systems Programming experience is ideal.
  • 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.
  • Analyse 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 endeavour to recreate customer problems where possible to speed up fix resolution and QA testing.
  • Request and retrieve any problem documentation including IMS 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.
Requirements:
  • Minimum 3 years experience
  • Good communications skills 
  • Z/OS + Z/OS Storage knowledge – must be able to discuss mainframe and storage
  • TSO (Time Sharing Option – Mainframe basics) operations
  • Network troubleshooting skills
  • Basic Linux/Unix knowledge 
  • Basic Docker knowledge
  • SQL + RDBMS Basics 
  • SSL Basics 
  • Cloud storage / S3 understanding
  • Willingness to p

• Web debugging experience – devTools, Charles, performance investigations 
• Scripting or coding experience (preferably Python or Java) 
• Experience in Linux 
• Experience in debugging server-side code 
• Working with SaaS products and familiarity with Datadog 
• Experience in a multinational organization

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