Technical Supp Analyst

BMC Software, Inc.; Melbourne; On-site; AUD 73,000 - 122,000; Full time

Job summary

BMC Software, Inc. is seeking a Technical Support Engineer to join the Contol-M product line in Melbourne. You will troubleshoot complex issues, analyze databases and logs, and craft procedures used across Support and Professional Services.

You will collaborate with cross‑functional teams in an Agile-Scrum setting, communicate clearly, and contribute to continuous improvement while supporting customers globally.

Qualifications

• Experience in technical support, deployment or system administration.
• Experience reading/writing DB queries (PostgreSQL, Oracle, MSSQL).
• Experience with system log analysis.
• Creative troubleshooting abilities.
• Strong written and verbal communication skills.

Responsibilities

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code.
• Maintain low rate of non-bug escalations and write technical notes for the team.
• Resolve cases to meet SLAs and provide ongoing updates.
• Serve as focal point for Professional Services and collaborate with business teams.
• Work within an Agile-Scrum environment.

Skills

Technical Support

Deployment

System Administration

DB Queries

Log Analysis

Troubleshooting

Communication

Python/Java

Linux

Agile-Scrum

Datadog

SaaS

Education

Bachelor's degree or equivalent

Tools

DevTools

Charles

Datadog

Python

Java

Job description

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

BMC empowers nearly 80% of the Forbes Global 100 to accelerate business value, faster than humanly possible. Our industry-leading portfolio unlocks human and machine potential to drive business growth, innovation, and sustainable success. BMC does this in a simple and optimized way by connecting people, systems, and data that power the world’s largest organizations so they can seize a competitive advantage.

BMC is looking for a Technical Support Engineer to join our amazing team supporting the Contol-M product line.

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

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
• Maintain a low rate of non-bug escalations to the development team. Write technical notes and troubleshoot procedures to be used by the entire Support and Professional Services organization.
• Resolve assigned cases to meet service level agreements, while continuously providing updates to the business.
• Serve as the focal point for the entire Professional Services organization. Provide an ongoing support and working closely with the business teams throughout the company
• Be a part of a with a team of professionals, working in an Agile-Scrum environment

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

• You have experience in Technical Support \\ deployment \\ system administration (academic experience is also relevant)
• You have experience in reading and writing DB queries (PG, Oracle, MSSQL).
• You have experience with System log analysis
• You have creative troubleshooting abilities
• You have good communication skills (written and verbal)
• You are a self-learner, highly motivated and a team player, with prioritization and time management skills Whilst these are nice to have, our team can help you develop in the following skills:
• Web debugging experience – devTools, Charles, performance investigations
• Scripting or coding experience (preferably Python or Java)
• Experience in Linux
• Experience in debugging server-side code
• Working with SaaS products and familiarity with Datadog
• Experience in a multinational organization

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!

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.

The annual base salary range represents the low and high end of the BMC salary range for this position. 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 range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range isAUD 73,125 -AUD 121,875