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Basic Information

Job Name
Staff Technical Supp Analyst - India
Country
India
State
IN_Maharashtra
City
Pune
Date Published
11-May-2026
Job ID
46853
Travel
You may occasionally be required to travel for business
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-PC
Hybrid: #LI-Hybrid
This Is Helix. Powered by You.

At BMC Helix, we don’t do ordinary. We’re the AI-native engine behind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.
We are looking for a skilled and customer-focused Support Engineer with hands-on experience in BMC Helix Smart Reporting and BMC Helix Dashboards. The role is responsible for providing technical support, troubleshooting product issues, maintaining reporting and dashboard environments, and working closely with customers, internal teams, and R&D to resolve complex problems. The ideal candidate should have strong analytical skills, product knowledge, and experience supporting enterprise reporting and visualization platforms.

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

  • Provide technical support for BMC Helix Smart Reporting and BMC Helix Dashboards in customer environments.
  • Investigate, troubleshoot, and resolve issues related to dashboards, reports, data sources, filters, permissions, performance, and integrations.
  • Analyze logs, configurations, and system behavior to identify the root cause of issues.
  • Work with cross-functional teams including Engineering, Operations, and R&D for issue resolution and product escalations.
  • Monitor case progress and provide timely updates to customers while ensuring SLA adherence.
  • Reproduce customer issues in test environments and document findings clearly.
  • Create and maintain knowledge articles, troubleshooting guides, and technical documentation.
  • Support query analysis and performance tuning for reports and dashboards where required.
  • Participate in service review calls, technical discussions, and customer meetings when needed.
  • Identify recurring issues and suggest process improvements, product fixes, or best practices.
To ensure you’re set up for success, you will bring the following skillset & experience:
  • Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
  • Experience with BMC Helix ITSM, BMC Helix ITOM, or other BMC Helix applications.
  • Familiarity with Grafana, Smart Reporting administration, or BI/reporting platforms.
  • Experience in SaaS environments and version upgrade support.
  • Exposure to JIRA, Salesforce, or other case management and collaboration tools.
  • Understanding of Linux, Tomcat, browser troubleshooting, and basic network concepts.
  • Experience creating technical documentation or knowledge base content.
  • Experience in technical support, application support, or product support roles.
  • Hands-on experience with BMC Helix Smart Reporting and/or BMC Helix Dashboards.
  • Good understanding of dashboarding, reporting, data visualisation, and analytics concepts.
  • Strong troubleshooting and analytical skills.
  • Knowledge of SQL and experience working with databases for data validation and query analysis.
  • Familiarity with web applications, APIs, authentication, and access control concepts.
  • Experience analysing logs, product behaviour, and environment-specific issues.
  • Strong verbal and written communication skills.
  • Ability to manage multiple support cases and priorities in a fast-paced environment.

Why Work Here? Because You’ll Matter.​

We’re not hiring for roles—we’re hiring for impact. At Helix, you’ll solve hard problems, build smart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.​

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same.  Whether you’re remote or in-office, you’ll find space to show up fully and contribute meaningfully. You won’t be boxed in—you’ll be backed up.​

Make Your Mark At Helix​

If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.​

EEOC Statement

Helix 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 asa 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.
At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,737,400 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 




(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

Min salary
1,303,050
Mid point salary
1,737,400
Max salary
2,171,750
Min Salary - NEW
1,303,050
Max Salary - NEW
2,171,750