Mainframe Technical Support Analyst (Ops) - Poland

BMC Software; Województwo mazowieckie; On-site; PLN 139,000 - 233,000; Full time

Job summary

A leading software solutions firm is seeking a Technical Support Analyst to join their team in Poland. In this role, you will be the primary contact for customers, providing technical support for BMC AMI Ops products and ensuring issues are resolved effectively. The ideal candidate has substantial experience with z/OS systems and excellent communication skills, coupled with a commitment to maintaining customer satisfaction. This position requires collaboration with engineering teams and may include occasional travel.

Qualifications

• 5+ years of experience working with z/OS systems or major subsystems.
• Hands-on experience with BMC AMI Ops products.
• Solid understanding of mainframe architecture.

Responsibilities

• Troubleshoot and resolve technical issues related to BMC AMI Ops products.
• Respond to customer inquiries via multiple channels.
• Document interactions and resolutions for knowledge sharing.

Skills

Experience with BMC AMI Ops Monitor for z/OS

Proficiency in IBM z/OS utilities

Excellent communication skills

Experience with support tools like Salesforce and Jira

Strong customer service skills

Education

BS in Computer Systems or related field

Tools

Salesforce

Jira

Microsoft Teams

xWiki

Job description

Travel: You may occasionally be required to travel for business.

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.

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 exceeds—customer expectations.

Responsibilities

• 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 elevate 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

Qualifications

• You have hands‑on experience with BMC AMI Ops Monitor for z/OS, AMI AutoOperator, or other BMC MainView products
• You are proficient in standard IBM z/OS utilities and possess a solid understanding of mainframe architecture
• You hold a BS in Computer Systems or a related technical field—or bring equivalent experience in systems or application programming
• You bring at least 5 years of experience working with z/OS systems or major subsystems such as Storage, IMS, CICS, or DB2
• You excel in customer service and communication, with a proven ability to manage multiple technical issues concurrently
• You are eager to learn, skilled in troubleshooting, and familiar with support tools such as Salesforce, Jira, Microsoft Teams, and xWiki
• You are open to participating in on‑call weekend support on a rotational basis

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!

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.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country‑specific benefits. At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is zł 139,755 - zł 232,925.