Technical Support Expert

3 weeks ago

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

At BMC, trust is more than just a word – it's a way of life. We're an award-winning company that values diversity and inclusion, where you can thrive in a fun and supportive environment.

We empower our customers to become Autonomous Digital Enterprises by helping them conquer opportunities ahead through innovation. Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments.

No better team to join when customer centricity is at the heart of BMC's strategy. We're looking for a talented Technical Support Engineer to join our amazing team supporting the Contol-M product line.

Main 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.

To ensure your success, you'll bring the following skillset and experience:

  • You have experience in technical support, deployment, and system administration (academic experience is also relevant).
  • You have experience in reading and writing DB queries (PG, Oracle, MSSQL).
  • You've 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're a self-learner, highly motivated, and a team player with prioritization and time management skills.

Our Team Can Help You Develop:

  • 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.

Estimated Salary: $85,000 - $110,000 per year, depending on location and experience. Benefits include a competitive salary, comprehensive health insurance, retirement plan, and paid time off.

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