Here is how, through this exciting role, YOU will contribute to BMC's and your own success: 

• Provide customer technical support for Cobol debugging tools in TSO and CICS. Knowledge of Cobol programming, 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