About the Role
The analyst will deliver technical support for BMC Helix software, diagnose system issues, guide clients through solutions, and maintain accurate records of support interactions.
Responsibilities
- Respond to customer inquiries regarding BMC Helix functionality and performance
- Diagnose technical problems reported through support channels
- Replicate reported issues in test environments to validate behavior
- Document troubleshooting steps and resolution paths clearly
- Escalate complex technical problems to engineering teams when necessary
- Maintain up-to-date knowledge of BMC Helix platform updates
- Provide status updates to customers during ongoing support cases
- Follow defined support workflows and service level agreements
- Assist customers with configuration guidance within supported parameters
- Analyze log files and system outputs to identify root causes
- Communicate technical details in clear, non-technical language
- Ensure case documentation meets quality and compliance standards
- Collaborate with peer analysts to resolve recurring issues
- Participate in on-call rotation for critical customer outages
- Support integration-related inquiries involving BMC Helix and third-party tools
- Verify software patches and hotfixes in controlled environments
- Track and report on common customer issues for product improvement
- Adhere to data security and confidentiality policies
- Utilize remote access tools to assist customers when authorized
- Maintain familiarity with common operating systems and databases used in client setups
- Contribute to internal knowledge base articles based on resolved cases
- Follow change management procedures for support-related adjustments
- Monitor open cases to ensure timely follow-up
- Engage in training sessions to enhance technical proficiency
- Support customer onboarding activities related to technical setup
Nice to Have
- Certification in BMC Helix or BMC Remedy administration
- ITIL Foundation certification
- Experience supporting enterprise SaaS platforms
- Background in IT service management solutions
- Knowledge of single sign-on and identity providers
- Familiarity with monitoring tools like Splunk or Datadog
- Experience with high-availability environments
- Exposure to Agile support team operations
Compensation
Competitive hourly rate commensurate with experience
Work Arrangement
Remote
Team
Collaborative technical support team focused on resolving customer issues efficiently
Work Environment
- Fully remote position with flexible scheduling within business hours
- Collaboration via video conferencing and digital collaboration tools
- Regular team meetings and one-on-ones with team leads
Growth Opportunities
- Pathways for advancement into senior support or technical specialist roles
- Access to training resources and certification reimbursement
- Opportunities to contribute to product feedback and documentation
Not available
