BMC Technical Support Analyst 

United States, Texas 

148452690

Highly successful and geographically disperse Support team, seeks a Technical Support Analyst to work closely with our Enterprise customers to extend the value and enable customer success through BMC Digital Business Automation products and solutions allowing them to realize the full value of their BMC investment.

Key Responsibilities:

• Provide courteous, efficient, and professional technical support over the phone and email.
• With continued follow up until resolution orensure proper escalation procedures are followed for unresolved issues.
• Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
• Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications.
• Responsible for writing knowledgebase articles and case documentation.
• Conduct research on customer incidents, and other duties as assigned.
• Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
• Escalate and work directly with Research and Development to resolve complex support problems
• Validate, document and escalate problems or bugs.
• Build and maintains appropriate test environments.
• May review and approve cases according to the escalation procedure.
• Prepare for and support new products within technical area - may include product install and documentation review.
• Work on customer support related projects as assigned.
• Test resolutions provided by development and package for release to customers.
• Occasional weekend duties will be required

To ensure you’re set up for success, you will bring the following skillset & experience:

• The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems.
• Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative, whatever it takes attitude.
• Ability to duplicate a customer's specific software error in order to define the cause.
• Must have strong verbal and written communication skills for answering technical questions, and customer follow-up
• A grounding in: Linux/Unix and SQL.
• Customer Facing Technical Support Experience
• Applications administration and troubleshooting.
• Familiarity of Oracle, PostgreSQL & MS SQL Server
• Good experience of the Windows Operating System.

Additional Skills (highly desirable):

• Familiarity with Control-M Workload Automation
• Knowledge of shell scripting languages such as Korn Shell, PowerShell, Perl or Bash
• Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat.
• Experience debugging with software development tools.