Technical Support Analyst (Mainframe - AMI Cloud) - Poland
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Description and Requirements
"At BMC trust is not just a word - it's a way of life!"
As a Technical Support Analyst, you will play a critical role in delivering technical excellence and customer satisfaction for the BMC AMI Cloud suite. You will work closely with our customers and internal R&D teams, acting as a trusted expert and problem solver for complex, high-impact issues across mainframe and cloud-integrated environments.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
- Provide expert-level technical support for the BMC AMI Cloud suite of products across mainframe and cloud storage environments
- Collaborate with customers and R&D to isolate root causes, deliver timely resolutions or workarounds, and enhance product stability
- Recreate customer issues through product installation, configuration, and troubleshooting to accelerate resolution and improve QA testing
- Accurately document the full lifecycle of customer interactions—from initial issue report to resolution—within support tools and knowledge bases
- Analyze complex technical issues and engage Product Management and Engineering teams as needed for escalations
- Review and contribute to product documentation, ensuring technical accuracy and user clarity
To ensure you’re set up for success, you will bring the following skillset & experience:
- You bring a minimum of 3 years' experience in a technical support, systems programming, or software troubleshooting role
- You have a strong foundation in z/OS operations and storage, including TSO and mainframe environments
- You are familiar with IMS systems programming, or eager to build expertise in this area
- You have basic proficiency in Linux/Unix, Docker, SQL/RDBMS, and network troubleshooting
- You understand key technologies including SSL fundamentals and cloud storage concepts (e.g., Amazon S3)
- You possess excellent communication skills and are comfortable supporting customers via email, phone, and web
- You are willing to participate in rotational on-call support during evenings and weekends
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.
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