Technical Support Analyst- AMI Security- Mexico

BMC Software, Inc.; Jalisco; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading software company in Jalisco is seeking a Technical Support Analyst to provide technical support and resolve issues for the BMC AMI Ops product family. The role involves managing customer inquiries, collaborating with engineering teams, and ensuring high customer satisfaction. Ideal candidates should have hands-on experience with BMC AMI Security Products and understand IBM mainframe operations. The environment is dynamic and focused on driving business growth and innovation.

Formación

• Hands-on experience with BMC AMI Security Products like AMI Datastream or AMI Resident Security Server.
• Understanding of IBM mainframe operation and creation of SMF records.
• Knowledge of mainframe External Security manager products like RACF or ACF.
• Solid understanding of security certificate concepts.
• Experience with Linux and/or zLinux.
• Knowledge of TCP/IP and network diagnostics.
• Some experience with Windows.
• Familiarity with Splunk or similar products.

Responsabilidades

• Manage, troubleshoot, and resolve technical issues for BMC AMI Ops products.
• Respond to customer inquiries via phone, email, and web channels.
• Document customer interactions and resolutions in issue management systems.
• Collaborate with Engineering and escalate issues to R&D as needed.
• Maintain a high level of customer satisfaction through effective communication.
• Contribute to knowledge capture initiatives and support internal process improvement.

Conocimientos

BMC AMI Security Products experience

IBM mainframe operation

Mainframe security knowledge

Security certificate concepts

Linux and/or zLinux experience

TCP/IP and network diagnostics

Windows experience

Familiarity with Splunk

Descripción del empleo

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.

Join us as a Technical Support Analyst!

Challenge yourself as a part of a dynamic, fast-paced accounting team and join BMC Software! We are currently looking for a Technical Support Analyst (TSA) to join our expert support team specializing in the BMC AMI Ops product family.

In this pivotal role, you will act as the primary liaison between BMC and our customers, delivering technical support and driving issue resolution for mission‑critical mainframe environments. You’ll collaborate with Engineering and R&D teams to ensure a superior support experience that consistently meets—and exceed—customer expectations.

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

• Manage, troubleshoot, and resolve technical issues related to BMC AMI Ops products and their integrations within defined service levels.
• Respond to customer inquiries via phone, email, and web channels, providing accurate, timely, and professional solutions.
• Document all customer interactions, diagnostic steps, and resolutions in BMC’s issue management systems to ensure knowledge sharing and audit readiness.
• Collaborate with Engineering and escalated issues to R&D as needed, ensuring visibility and progress on critical cases.
• Maintain a consistently high level of customer satisfaction by applying both technical insight and effective communication.
• Contribute to knowledge capture initiatives and support continuous improvement in internal processes and customer experience.

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

• You have hands‑on experience with BMC AMI Security Products, such as AMI Datastream, AMI Resident Security Server (RSS), or AMI Enterprise Connector products
• Understanding of IBM mainframe operation, including creation of various SMF (System Management Facility) records of mainframe activity
• Understanding of mainframe security, including knowledge of mainframe External security manager (ESM) products such as RACF, ACF or Top Secret
• Solid understanding of security certificate concepts to facilitate secure communications between parties (creation, reading, troubleshooting)
• Solid experience with Linux and/or zLinux
• Understanding of TCP/IP and network diagnostics
• Some experience with Windows (install/remove programs, ability to use command prompt and traverse file system)
• Familiarity with Splunk and/or similar products

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 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.