Staff Technical Support Analyst

**Basic Information**:Country:MexicoState:CampecheDate Published:21-Mar-2025Job ID:44261Travel:You may occasionally be required to travel for businessLooking for details about our benefits? You can learn more about them by clicking **HERE****Description and Requirements**:CareerArc CodeCA-OGLI-OG1Hybrid: #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 loudWe 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 innovationThe 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 programsBMC 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:- Provide customer technical support for BMC AMI Cloud suite of products- Communicate with customers and R&D to troubleshoot issues, isolate root cause, and deliver solutions or implement workarounds.- The highly technical nature of our products requires an individual with a solid foundation of technical skills and an aptitude for understanding complex technical concepts. IMS Systems Programming experience is ideal.- Manage support requests and customer expectations throughout the support process to ensure customer success and satisfaction.- Document all relevant details from the initial report of an issue, through troubleshooting, escalation, and resolution.- Analyse and troubleshoot complex customer issues; working directly with Product Management and R&D when issues must be escalated.- Install, configure, troubleshoot, and provide feedback in response to software product questions.- Install, configure the BMC Products you will support and endeavour to recreate customer problems where possible to speed up fix resolution and QA testing.- Review product technical documentation (User Help Manuals, product release notes, etc.) to ensure any identified errors and/or revisions and additions are properly documented.Requirements:- Minimum 3 years experience- Good communications skills- Z/OS + Z/OS Storage knowledge - must be able to discuss mainframe and storage- TSO (Time Sharing Option - Mainframe basics) operations- Network troubleshooting skills- Basic Linux/Unix knowledge- Basic Docker knowledge- SQL + RDBMS Basics- SSL Basics- Cloud storage / S3 understanding- Willingness to participate in on-call support during evenings and weekends on a rotational basis**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 YOUIf 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