Technical Support Specialist

2 weeks ago


Melbourne, Victoria, Australia BMC Software, Inc. Full time

Job Summary

BMC Software, Inc. is seeking a skilled Technical Support Specialist to join our team supporting the Contol-M product line. As a Technical Support Specialist, you will be responsible for providing top-notch support to our customers, troubleshooting complex issues, and collaborating with our development team to resolve technical problems.

Key Responsibilities

  • Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues.
  • 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 ongoing support and work closely with business teams throughout the company.

Requirements

  • Experience in Technical Support, deployment, system administration (academic experience is also relevant).
  • Experience in reading and writing DB queries (PG, Oracle, MSSQL).
  • Experience with internet technologies, such as Network architecture and terminology, HTML, JavaScript, CSS, MySQL database, and Web servers.
  • Experience with System log analysis.
  • Creative troubleshooting abilities.
  • Good communication skills (written and verbal).
  • A self-learner, highly motivated, and a team player, with prioritization and time management skills.

Preferred 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.


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