Staff Technical Supp Analyst - Brazil

BMC Software Inc; Brazil (IN); Remote; USD 111,000 - 186,000; Full time

Job summary

BMC Software is seeking a Staff Technical Support Analyst for a remote role in Brazil. This pivotal position involves troubleshooting complex technical issues and providing exceptional customer service. Candidates should have experience in technical support, database analysis, and effective communication. Join a diverse and innovative team dedicated to driving success and providing top-notch service.

Qualifications

• 2+ years’ experience in Technical Support or related roles.
• Experience with internet technologies and system log analysis.

Responsibilities

• Perform in-depth troubleshooting and maintain a low rate of escalations.
• Provide courteous and efficient customer service through various channels.
• Write technical notes and knowledge base articles.

Skills

Technical Support

DB analysis

Troubleshooting

Communication skills

Creative troubleshooting

Tools

PG

Oracle

MSSQL

HTML

JavaScript

CSS

MySQL

Job description

Basic Information Job Name Staff Technical Supp Analyst - Brazil Country Brazil State NA Date Published 06-Jun-2025 Job ID 44955 Travel up to 10% This role can be based remotely in Brazil Looking for details about our benefits? You can learn more about them by clicking HERE Description and Requirements CareerArc Code 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! The Control-M product line is BMC’s orchestration and automation platform. It helps the world's largest companies to automate time-sensitive, business-critical workflows. We orchestrate data and machine learning pipelines, supply chains, production lines, financial transactions, and other processes in complex IT environments worldwide. We continuously grow by adding and implementing the most cutting-edge technologies, conducting innovative Just Do It marathons, thinking about new features to add and investing in our employee training programs! BMC is looking for a Technical Support Engineer to join our amazing team supporting the Contol-M product line.
Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels. • Maintain a low rate of non-bug escalations to the development team. • Write technical notes and troubleshoot procedures to be used by the entire Support and Professional Services organization. • Resolve assigned cases to meet service level agreements, while continuously providing updates to the business. •Serve as the focal point for the entire Professional Services organization. • Provide an ongoing support and working closely with the business teams throughout the company • Be a part of a with a team of professionals, working in an Agile-Scrum environmentPrimary Responsibilities:

·Provide courteous, efficient, and professional customer service to customers over the phone, remote access, and emailwith continued follow-up until resolved and ensure proper escalation procedures are followed for unresolved issues.

·Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.

·Work closely with the customer on complex operating system-level problems as well as application layer issues and networkcommunications.

·Responsible for writing knowledge base articles, recording video solutions andcase documentation

·Conduct research on customer incidents, and other duties as assigned.

• Ensure customer success and satisfaction by providing solutions to complex technical problems remotelyby e-mail,phone support, and screen sharing.
• Escalate and work directly with Research and Development to resolve complex support problems;
• Provide Introductory Training to customers when called upon.
• Builds and maintains appropriate test environments.
• May review and approve cases according to the escalation procedure;
• Prepares for and supports new products within the technical area - may include product installation and documentation review;
• Work on customer support-related projects as assigned;
• Test resolutions provided by development before providing to the customers;

To ensure you’re set up for success, you will bring the following skillset & experience:
• You have 2+ years’ experience in Technical Support \ deployment \ system or other related roles • You have experience in reading and writing DB queries (PG, Oracle, MSSQL). • You worked with internet technologies, such as Network architecture and terminology, HTML, JavaScript, CSS, MySQL database and Web servers • You have experience with System log analysis • You have creative troubleshooting abilities • You have good communication skills (written and verbal) • You are a self-learner, highly motivated and a team player, with prioritization and time management skills
Whilst these are nice to have, our team can help you develop in the following skills:
• Web debugging experience – devTools, Charles, performance investigations • Scripting or coding experience (preferably Python or Java) • Experience in Linux • Experience in debugging server-side code • Working with SaaS products and familiarity with Datadog • Experience in a multinational organization #LI-Remote

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.
Min salary 111,150

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.

Mid point salary 148,200 Max salary 185,250