staff technical supp analyst / Mexico

BMC Software, Inc.; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

BMC Software, a leader in technology solutions, seeks a Technical Support Analyst in Mexico City. You will be pivotal in ensuring customer satisfaction by resolving complex issues related to BMC AMI Storage. This role demands strong analytical skills and proficiency in z/OS operations. Join our diverse and inclusive team focused on innovation and success.

Formación

• Minimum 3 years in technical support or software troubleshooting role.
• Strong foundation in z/OS operations and storage.
• Eagerness to learn mainframe software diagnostics.

Responsabilidades

• Investigate and resolve complex customer issues.
• Communicate effectively with customers via multiple channels.
• Document technical interactions to maintain a knowledge base.

Conocimientos

Analytical problem-solving

Verbal communication

Written communication

Multitasking

Herramientas

z/OS Storage Management tools

FDR

CA-DISK

DFHSM

DFSMS

Descripción del empleo

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

"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!

As a Technical Support Analyst , you will play a critical role in delivering technical excellence and customer satisfaction for the BMC AMI Storage suite. You will work closely with our customers and internal R&D teams, acting as a trusted expert and problem solver for complex, high-impact issues across mainframe and cloud-integrated environments.

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

Investigate, troubleshoot, and resolve complex customer issues related to BMC products and integrations in a timely and effective manner

Communicate with customers through various channels (phone, email, web), ensuring clarity and professionalism at every touchpoint

Document all technical interactions and resolution steps within BMC’s support systems to maintain a high-quality knowledge base

Collaborate with Engineering and R&D to escalate and resolve technical defects or product behavior concerns

Share best practices and technical insights to enhance team performance and contribute to a continuous improvement culture

Participate in rotational on-call support during evenings and weekends to ensure 24/7 global coverage

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

You bring a minimum of 3 years , or equivalent experience in a technical support, systems programming, or software troubleshooting role

You have a customer-centric mindset with excellent verbal and written communication skills

You bring a strong analytical approach to problem-solving, with the ability to handle multiple tasks simultaneously

You have a strong foundation in z/OS operations and storage, including TSO and mainframe environments

You are eager to build expertise in diagnosing mainframe software issues using logs, traces, and dumps

You have basic proficiency in z/OS Storage Management tools . Experience in any of the following products: FDR, CA-DISK, DFHSM, and DFSMS would be a plus

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.