Technical Support Specialist
2 weeks ago
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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