Description and Requirements

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EMPLOYER: BMC Software, Inc.

JOB TITLE: Senior Technical Support Analyst

JOB DUTIES: Provide technical support for BMC products and related software products including BMC Compuware Abend-AID, BMC Compuware Enterprise Common Components, BMC Compuware Enterprise Server, and other products as assigned. Act as interface between BMC Customer Engineering teams and our customers to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough remediation of customer issues. Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues as they relate to BMC Compuware products, ensuring appropriate resolution times. Demonstrate ability to engage with highly specialized technical experts on systems programming tasks in a high-pressure environment where customer uptime is essential. Identifying and reporting functional defects to higher levels of Support and R&D. Write and approve knowledge articles. Review/approve technical documentation. Conduct training on primary products for other team members. Participate in Customer facing Case Review Meetings to resolve long term or ongoing support issues. Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems.

REQUIREMENTS: Bachelor's degree in Computer Information Systems, Computer Science and 5 years of experience as a Technical Support Analyst or similar in analyzing and resolving technical issues in software solutions. 5 years of experience to include: Windows and Mainframe computing; installing and maintaining Mainframe products; Windows/Linux technical experience; and coordinating with internal and external customers to resolve product issues.

Worksite: 2103 City West Blvd, Houston, TX 77042 or any home office throughout the U.S.; 40 hours/week. No travel required.

ANNUAL SALARY RANGE: $115,631 - $164,375

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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, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.