Staff Technical Supp Analyst - Mexico

BMC Helix; Región Centro; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

BMC Helix is seeking a dedicated Customer Champion to join the Technical Support Team. The role focuses on managing customer expectations, researching incidents for knowledge articles, and escalating complex issues to R&D.

You will apply structured, policy-based problem solving across multiple BMC Remedy ITSM modules. The ideal candidate brings 4+ years of hands-on Remedy ITSM experience, strong troubleshooting skills, and a willingness to work periodic weekends.

Formación

• 4+ years of experience handling BMC Remedy ITSM across ARS/SRM/SLM/SmartIT/Smart Reporting/CMDB.
• In-depth troubleshooting and analytical knowledge in these BMC product areas.
• Bachelor's degree from any stream - Full Time
• Periodic weekend work may be required

Responsabilidades

• Manage customer expectations and research incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Escalate issues and work directly with Research and Development to resolve complex support problems.
• Use company policies and procedures to solve a wide range of difficult problems with imaginative and practical approaches.
• Troubleshoot intermediate to advanced problems and ensure proper escalation for unresolved issues.
• Learn, participate in global projects, and contribute as an innovator within the team.

Conocimientos

Customer support

Troubleshooting

Educación

Bachelor's degree

Herramientas

BMC Remedy ITSM

Descripción del empleo

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

This Is Helix. Powered by You.

At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose - through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

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.

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).

Why Work Here? Because You’ll Matter.

We're not hiring for roles—we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life—and your work make a difference.

We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in—you'll be backed up.

Make Your Mark At Helix

We value diverse perspectives and believe the best ideas come from everywhere.

EEOC Statement

Helix 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 asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.