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 workplace, 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.

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