Job Title: Staff Specialist Technical Support Analyst
Experience: 7+ years
Location: Pune
Key Skills: AR Server, Remedy, ITSM, Tomcat; Webservices; fiddler; browser debugging, Rest API,java scripts;Load Balancer; Kubernetes , docker , Jenkis. Helix OnPrem Installations.
Additional: Windows Database (SQL/Oracle), Java, Unix, Devops ,Containers , Kubernetes,AR Server.
Responsible for providing world class technical support to assist our global customers to keep their business running using our best-in-class products.
Responsibilities
Provide courteous, efficient, and professional technical support via phone and email to customers across a broad range of industries.
Develop competence and expertise in routine tasks while gaining specialized knowledge of relevant BMC technologies.
Troubleshoot intermediate to complex technical issues, recommend appropriate actions, manage competing priorities, and utilize sophisticated tools, log analysis, and available resources to resolve problems.
Uses professional concepts and company policies and procedures to solve a variety of problems of moderate – advanced scope, where analysis of situations or data requires a review of identifiable factors.
Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
Uses written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles.
Escalates issues and works directly with Research and Development to resolve complex support problems.
May work on customer support related projects and other initiatives as assigned.
Periodic weekend work will likely be required once appropriate levels of expertise are reached.
Behavior, Skills & Experience
7+ years of customer-facing experience supporting software products, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe practical solutions to technical support problems.
Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative – Team comes first attitude.
Ideal candidate would possess, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
The ability to replicate / reproduce, a customer’s specific software error in order to define the cause.
Solid experience in debugging with software development tools.
Solid experience debugging software using development and diagnostic tools.
Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.
