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Basic Information

Job Name
Assoc Mgr - Technical Supp - Mexico
Country
Mexico
State
Jalisco
City
Guadalajara
Date Published
14-Jul-2025
Job ID
45285
Travel
up to 10%
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

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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! 

BMC is actively seeking a smart, dynamic Customer Support Associate Manager with a positive can-do mindset to join our team in Guadalajara, Jalisco, Mexico.

The Customer Support Manager will lead a team of Technical Support Analysts (TSA’s) who provide technical support for BMC products and related software products.

The Customer Support Manager will be responsible for creating a high-performance team, managing service levels, driving support improvement initiatives, managing customer escalations, promoting the adoption of AI tools to be more efficient and ensuring the highest levels of customer satisfaction.

Responsibilities:

·        Create a culture of performance, accountability and customer advocacy

·        Facilitate individual and team growth and development.

·        Ensure the highest levels of operational excellence

·        Ensure the highest levels of customer satisfaction

·        Coach team members in dealing with customer issues.

·        Working directly with customers in the management of technical and business impacting issues.

·        Manage customer and sales escalations to a successful outcome

·        Proactive approach to team management, foreseeing issues before they become a problem

·        Assist in long-range strategic planning that will meet changing and future needs of the business.

·        Ability to communicate with and influence other departments with differing priorities in a matrix organization.

·        Communicating complex messages to employees to enhance their understanding of the global strategy.

·        Maintaining a global approach to customer support issues and management.

·        Exercise independent thought within defined procedures and practices.

-       Perform problem management analysis to identify repetitive work and reduce the same to improve Customer and employee’s experience.


Position Requirements:

·       1-3 years in a Customer Support Management role

·       Proven people leadership skills

·       Proven ability to develop and maintain relationships with customers

·       Proven customer skills and ability to communicate with all levels of organizations

·       Prior successful experience supporting technology solutions within an organization, from executive management through to the technical staff

·       Project management and problem solving skills

·       Strong verbal agility and fluent spoken and written communication skills (English)

·       Ability to learn and effectively utilize Customer Support tools/resources

·       Inquisitiveness to learn new products and ideas

·       Must excel in a fast paced, diverse environment

The successful candidate will also possess a few of the following assets:

·       Previous experience with BMC solutions

·       Basic Concepts of ITIL and or ITIL Foundation Certification

·       Previous experience in working global enterprise customers.

·       Technical Support or technical background

·       Previous experience working for a software vendor


CA-DNP

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
825,000

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
1,100,000
Max salary
1,375,000
Min Salary - NEW
825,000
Max Salary - NEW
1,375,000