Skip to content

Basic Information

Job Name
Technology Solutions Specialist - Mexico
Country
Mexico
State
Jalisco
City
Guadalajara
Date Published
13-May-2026
Job ID
46871
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
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.

Responsible for supporting the stability of BMC Helix SaaS solutions by leading structured root cause analysis (RCA) for recurring and moderate-impact incidents and collaborating across teams to identify and drive permanent corrective actions. 

Responsibilities 

  • Performs end-to-end problem investigations, including structured root cause analysis (RCA), by analyzing incident data, evaluating contributing factors, and collaborating across teams to drive resolution tracking. 

  • Develops and delivers clear, concise, and fact-based customer-facing RCA documentation, translating technical findings into structured summaries that include impact, root cause, contributing factors, and corrective and preventive actions. 

  • Works closely with R&D, SaaS Operations, and Technical Customer Support teams to collect data, validate analysis, and progress investigations. 

  • Ensures problem records are updated and maintained with accurate status, findings, and action tracking in accordance with defined Problem Management processes. 

  • Identifies recurring issues and contributes to the creation of problem records based on incident trends and known impact areas. 

  • Supports the definition and tracking of corrective and preventive actions to reduce recurrence of incidents. 

  • Escalates complex or ambiguous investigations to senior team members as needed. 

  • Participate in problem review discussions and contribute to knowledge sharing across the Problem Management team. 

  • Periodic weekend or after-hours support may be required based on business needs. 

Supervision and interaction 

  • Fully contributing team member working under moderate supervision. 

  • Operates independently within defined Problem Management frameworks and processes. 

  • Works with more senior Problem Management team members for guidance on complex or high-impact investigations. 

  • Collaborates regularly with cross-functional teams, including Technical Customer Support, R&D, and SaaS Operations, as well as customer-facing stakeholders. 

  • 3–5+ years of related experience in Problem Management, Incident Management, Technical Support, or similar roles within a SaaS or cloud-based environment. 
  • Demonstrates the ability to analyze moderately complex technical issues and determine appropriate investigative and corrective actions. 
  • Strong analytical and problem-solving skills, with the ability to evaluate data and identify contributing factors. 
  • Effective written and verbal communication skills, including the ability to present technical findings clearly to both technical and non-technical audiences. 
  • Ability to manage multiple problem records and competing priorities while maintaining attention to detail and quality. 
  • Experience working with structured processes and frameworks, including root cause analysis methodologies and documentation standards. 
  • Collaborative and team-oriented mindset, with the ability to work across organizational boundaries to achieve outcomes. 
  • Exposure to SaaS environments, cloud technologies, or distributed systems is preferred. 
  • Familiarity with ITIL Problem Management practices and service management tools (e.g., JIRA, Salesforce, Helix ITSM) is a plus. 
  • Ability to interpret logs, metrics, and system data to support investigations is beneficial. 
  • Ability to develop and present outage-related reports and metrics; proficiency in Excel, PowerPoint, Word, and Tableau is strongly preferred. 
  • Experience using AI tools to streamline daily tasks and enhance reporting, including the ability to refine prompts and apply sound judgment to produce accurate, relevant, and high-quality outcomes. 

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.
Min salary
445,125
Mid point salary
593,500
Max salary
741,875
Min Salary - NEW
445,125
Max Salary - NEW
741,875