Customer Support Engineer - Guadalajara, México - BMC Software

BMC Software

Empresa verificada

Guadalajara, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Basic Information:

Country

Mexico

State

Jalisco

City

Guadalajara

Date Published

14-Mar-2023

Job ID

36660

Travel Amount

None

Description and Requirements:

LI-OG1

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future.

With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

Responsibiliti

es:

Identifies and drives Selfhelp initiatives and Knowledge Base Maintenance
Provide Level2 and Level3 support for BMC solutions
Work with product engineering team on customer escalations and help them fixing issues
Maintain high level of customer satisfaction
Overall experience of 5+ years in IT industry
Maintain clear and concise ticket documentation with all required data and fields
Escalate service requests and issues appropriately to engineering team
Exercise independent thought within defined procedures and practices
Manage priorities and act on factors that create priorities
Prepare for and support new products within technical area
Work within a global teamwork environment
Weekend support on rotational basis
This is 24*7 operations support so flexibility to work in different shifts

Q

ualifications:

BS degree in CS/EE or equivalent experience
Technical Customer support experience
Excellent written and verbal communication skills
Customer handling skills
Fluent in English, written and verbal
Strong

debugging/trou

bleshooting skills

Overall experience of 8+ years in IT industry
Knowledge and understanding of BMC Solutions is a plus
Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
API

Troubleshootin

g

Tomcat

Troubleshootin

g

Database experience, specifically Oracle and MS SQL, or other databases knowledge
Certified or very familiar with ITIL
Containers knowledge is a plus

- t

ransformation,

movement, loading, cleansing, and updating processes.

Workflow process experience
In

tuitive/Risk-T

aking

Decision Making
Organization
Administration infrastructure support

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.