Staff Technical Supp Analyst

Netreo, A BMC Company; Região Geográfica Intermediária de São Paulo; Híbrido; BRL 111.000 - 186.000; Tempo integral

Resumo da oferta

A renowned software company is seeking a Staff Technical Supp Analyst to provide expert customer support. The ideal candidate will have extensive mainframe experience and a strong focus on customer satisfaction. Join a company that values diversity and invests in the development of its staff.

Qualificações

• 5+ years of mainframe experience required.
• Experience supporting software products in a software company environment.
• Must be customer-focused with strong troubleshooting abilities.

Responsabilidades

• Provide professional customer service over phone and email.
• Diagnose and resolve complex technical issues.
• Write knowledge base articles and record video solutions.

Conhecimentos

Technical Problem Solving

Customer Service

Communication Skills

Collaboration

Remote Technical Support

Formação académica

Relevant IT Degree

Ferramentas

JES2/JES3 subsystems

IBM Parallel Sysplex

Remote access tools

Basic Windows/Unix Operations

Descrição da oferta de emprego

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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!

Description And Requirements

CareerArc Code

CA-OG

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 seeking a technically savvy, customer-focused Control-M Workload Automation Technical Support Analyst to provide technical problem solving and support to customers. The successful candidate will also act as a customer advocate inside the company. The Technical Support Analyst is responsible for working directly with customers to diagnose, troubleshoot, debug and resolve product issues of complex scope. Come join a world-class support organization while learning IT Automation integration for some of the latest technologies such as Big Data, Cloud-based systems, mobile applications, and business analytics, with traditional and still essential platforms. This position is integral to adding value to our customer relationships via the skills and service we provide. We believe in delivering world-class customer service and proactive user assistance. The mission of the Technical Support Analyst is to delight our customers via all aspects of the service and support experience.

Primary Responsibilities

• Provide courteous, efficient, and professional customer service to customers over the phone, remote access, and email with continued follow-up until resolved and ensure proper escalation procedures are followed for unresolved issues.
• Includes 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 operating system-level problems as well as application layer issues and network communications.
• Responsible for writing knowledge base articles, recording video solutions 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 by 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 communication skills 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
  
  

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

111,150

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

148,200

Max salary

185,250

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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