About the Role
Provide frontline technical support for BMC Helix products, diagnosing and resolving customer-reported issues while maintaining accurate documentation and collaborating with internal teams to escalate when necessary.
Responsibilities
- Respond to customer inquiries regarding BMC Helix software functionality
- Diagnose and troubleshoot technical problems reported through support channels
- Document support cases with detailed notes and resolution steps
- Escalate complex technical issues to engineering or development teams
- Follow established procedures for case management and resolution timelines
- Communicate technical solutions clearly to non-technical users
- Maintain up-to-date knowledge of product updates and patches
- Assist customers with configuration and setup guidance
- Identify recurring issues and recommend knowledge base improvements
- Collaborate with peer analysts to share troubleshooting techniques
- Ensure compliance with service level agreements for response and resolution
- Perform remote system diagnostics using secure access methods
- Guide users through workaround procedures during outages
- Verify software bugs and provide replication steps to developers
- Support integration-related inquiries involving third-party systems
- Maintain accurate records in the customer support database
- Participate in on-call rotations for critical incident response
- Conduct post-resolution follow-ups to confirm customer satisfaction
- Assist in testing minor updates in pre-production environments
- Adhere to data privacy and security protocols during support sessions
Nice to Have
- Certification in BMC Helix or Remedy administration
- Experience with cloud-based SaaS support environments
- Background in ITIL processes and frameworks
- Knowledge of scripting languages such as Python or PowerShell
- Prior experience in a 24/7 support operations setting
- Familiarity with single sign-on and identity management systems
- Exposure to DevOps tools and monitoring platforms
- Multilingual communication abilities
Compensation
Competitive hourly rate based on experience
Work Arrangement
Fully remote position with flexible scheduling
Team
Part of a global technical support team focused on enterprise software solutions
Why This Role Matters
This position plays a key role in ensuring reliable operation of mission-critical service management tools used by large organizations. Analysts directly impact customer trust and system uptime by resolving technical challenges efficiently and professionally.
Technology Environment
Work is conducted primarily on BMC Helix platforms with integration points to external systems. Analysts use secure remote access, case tracking software, internal knowledge bases, and collaboration tools to support global clients.
Not available for this role
