Overview
Remote position. Description and requirements for a customer-facing Level 2 Technical Support Analyst role for Control-M Workload Automation Software at BMC. You will work with experienced system administrators and DBAs via e-mail and phone, solving complex Windows/Linux/UNIX system-level problems as well as application and network issues. This is a challenging role that involves troubleshooting, root-cause analysis, and providing resolutions for the Control-M Automation software.
Responsibilities
* Provide courteous, efficient, and professional technical support over the phone and email.
* Follow up until resolution or ensure proper escalation procedures for unresolved issues.
* Troubleshoot with analysis of logs and coordination of available resources to resolve issues.
* Work closely with customers on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications.
* Build and maintain appropriate test environments.
* Review and approve cases according to escalation procedures where applicable.
* Prepare for and support new products within the technical area, including product installation and documentation review.
* Contribute to customer support related projects as assigned.
* Test resolutions provided by development and package for release to customers.
* Occasional weekend duties may be required.
Qualifications
* Highly motivated, independent and flexible with strong teamwork and collaborative attitude.
* Ability to reproduce a customer's software error to define the cause.
* Strong grounding in Unix/Linux System Administration.
* Customer-facing technical support experience.
* SQL knowledge (Postgres, MySQL, Oracle, MS-SQL).
* Network communication, SSL, LDAP, FTP experience.
* Cloud services (AWS, Microsoft Azure).
* Shell scripting.
Additional Skills (highly desirable)
* Familiarity with Control-M Workload Automation.
* High availability/disaster recovery concepts.
* Clustering concepts.
Our commitment to you
BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!
Equal opportunity and accommodations
BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, protected veteran status or other status. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
Compensation and benefits
The annual base salary range represents the low and high end of the salary range for this position. Actual salaries depend on skills, experience, and training. Range listed is €30,000 - €50,000 and may include a variable plan and country-specific benefits.
Note
At BMC, it is not typical to be hired at or near the top of the range.
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