Staff Technical Supp Analyst - Mexico

Buscojobs México; Jalisco; Híbrido; MXN 50,000 - 70,000; Jornada completa

Descripción de la vacante

A leading technology firm in Mexico is seeking a Customer Champion for their Technical Support Team. This role involves providing Level 2 and Level 3 support, managing customer expectations, and troubleshooting complex issues. The ideal candidate will have at least 4 years of experience with BMC Remedy ITSM and a strong ability to enhance customer satisfaction. Join a diverse and innovative team focused on excellence in customer experience.

Formación

• Minimum of 4 years’ experience with BMC Remedy ITSM.
• Strong analytical and troubleshooting skills.
• Experience providing Level 2 and Level 3 support.

Responsabilidades

• Provide technical support to customers via phone, email, or web.
• Drive self-help initiatives and maintain knowledge base.
• Work with engineering teams on escalations and issues.

Conocimientos

BMC Remedy ITSM knowledge

Troubleshooting skills

Analytical skills

Customer satisfaction management

Educación

Bachelor’s degree

Descripción del empleo

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

Description and Requirements

CA-OG

#LI-OG1

Hybrid: #LI-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!

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!

BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: • You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. • You will be escalating issues and works directly with Research and Development to resolve complex support problems. • You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. • You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues • As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: • You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. • You will be escalating issues and works directly with Research and Development to resolve complex support problems. • You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. • You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues • As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.

Primary Roles and Responsibilities

• To identify and drive Self-help initiatives and Knowledge Base Maintenance
• Provide Level 2 and Level 3 support for BMC solutions
• Respond to and resolve all customer technical issues (via phone, e-mail, web)
• Work with product engineering team on customer escalations and help them fixing issues
• Maintain elevated level of customer satisfaction
• Overall experience of 7+ years in IT industry
• Maintain clear and concise ticket documentation with all required data and fields
• Escalate service requests and issues appropriately to engineering team
• Exercise independent thought within defined procedures and practices
• Have phone calls with Customers and stakeholders to speed up the understanding of the issue, troubleshooting and closure.
• Manage priorities and act on factors that create priorities
• Prepare for and support new products within technical area
• Work within a global teamwork environment
• Weekend support on rotational basis

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

Description and Requirements

CA-OG

#LI-OG1

Hybrid: #LI-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!

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!

BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: • You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. • You will be escalating issues and works directly with Research and Development to resolve complex support problems. • You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. • You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues • As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: • You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. • You will be escalating issues and works directly with Research and Development to resolve complex support problems. • You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. • You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues • As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.

Primary Roles and Responsibilities

• To identify and drive Self-help initiatives and Knowledge Base Maintenance
• Provide Level 2 and Level 3 support for BMC solutions
• Respond to and resolve all customer technical issues (via phone, e-mail, web)
• Work with product engineering team on customer escalations and help them fixing issues
• Maintain elevated level of customer satisfaction
• Overall experience of 7+ years in IT industry
• Maintain clear and concise ticket documentation with all required data and fields
• Escalate service requests and issues appropriately to engineering team
• Exercise independent thought within defined procedures and practices
• Have phone calls with Customers and stakeholders to speed up the understanding of the issue, troubleshooting and closure.
• Manage priorities and act on factors that create priorities
• Prepare for and support new products within technical area
• Work within a global teamwork environment
• Weekend support on rotational basis

To ensure you’re set up for success, you will bring the following skillset & experience: • You can embrace, live and breathe our BMC values every day! • You have 4+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. • You have in depth troubleshooting and analytical knowledge in these BMC product areas. • You have bachelor’s degree from any stream – Full Time • You are comfortable with Periodic weekend work (will likely be required).

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.

We use AI technology to support parts of our recruitment process, but people—not algorithms—make all final hiring decisions. AI may assist with tasks like scheduling, screening for role alignment, or helping us manage large volumes of applications more efficiently. However, candidates are reviewed by a member of our recruitment team, and interviews and hiring decisions are always made by people. We’re committed to ensuring that technology enhances fairness, efficiency, and the candidate experience—never replaces genuine human judgment.