BMC Staff Technical Supp Analyst 

Brazil, São Paulo, São Paulo 

220689876

Primary Responsibilities:

Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues. ​

Responsible for writing knowledge base articles, recording video solutions andcase documentation

• Ensure customer success and satisfaction by providing solutions to complex technical problems remotelyby e-mail,phone support, and screen sharing.
• Escalate and work directly with Research and Development to resolve complex support problems;
• Provide Introductory Training to customers when called upon.
• Builds and maintains appropriate test environments.
• May review and approve cases according to the escalation procedure;
• Prepares for and supports new products within the technical area - may include product installation and documentation review;
• Work on customer support-related projects as assigned;
• Test resolutions provided by development before providing to the customers;

Travel: Very rare;

Occasional weekend duties required.

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.

• 5+ years of mainframe experience, with solid knowledge of the supported z/OS versions;
• Familiarity with Mainframe tools, programs, utilities, and tools, i.e.; TSO, ISPF, Clist, REXX;

Job scheduling experience in complex production environments;

Knowledge of the BMC IOA family products and/or competitors;

• Remote Technical Support Experience;
• Must be a highly motivated, independent, at the same time, collaborative, flexible, with strong teamwork abilities;
• Ability to duplicate a customer's specific software error to identify the cause, using tracing/debugging resources if needed;
• Must have strong verbal and written communicationskills for technical presentations, product demonstrations, answering technical questions, and customer follow-up
• Fluent English

Additional Skill Areas

• JES2/JES3 subsystems (z/OS)
• IBM Parallel Sysplex architecture
• Security layers and protocols (LDAP, Top Secret, and mainly RACF)
• Network Communications / SSL configurations
• Presenting Technical Information
• Remote access tools/Virtual Machines/Mainframe emulators
• Basic Windows/Unix Operations (Servers)

Database infrastructure/ SQL general basic knowledge

• Software testing, from simple PTFs up to new full releases bug hunt
• Process Improvement
• Spanish and/or German languages would be a good plus