Staff Technical Supp Analyst

2 weeks ago

Ribnica na Pohorju, Slovenia BMC Software Full time €25,000 - €40,000 per year
Description and Requirements

"At BMC trust is not just a word - it's a way of life" Description And Requirements

Hybrid

"At BMC trust is not just a word - it's a way of life"

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:
  • Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
  • Maintain a low rate of non-bug escalations to the development team.
  • Write technical notes and troubleshoot procedures to be used by the entire Support and Professional Services organization.
  • Resolve assigned cases to meet service level agreements, while continuously providing updates to the business.
  • Serve as the focal point for the entire Professional Services organization.
  • Provide an ongoing support and working closely with the business teams throughout the company
  • Be a part of a with a team of professionals, working in an Agile-Scrum environmentPrimary Responsibilities:
  • Provide courteous, efficient, and professional customer service to customers over the phone, remote access, and email with continued follow-up until resolved and ensure proper escalation procedures are followed for unresolved issues.
  • Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
  • Work closely with the customer on complex operating system-level problems as well as application layer issues and network communications.
  • Responsible for writing knowledge base articles, recording video solutions and case documentation
  • Conduct research on customer incidents, and other duties as assigned.
  • Ensure customer success and satisfaction by providing solutions to complex technical problems remotely by e-mail, phone support, and screen sharing.
  • Escalate and work directly with Research and Development to resolve complex support problems;
  • Provide Introductory Training to customers when called upon.
  • Builds and maintains appropriate test environments.
  • May review and approve cases according to the escalation procedure;
  • Prepares for and supports new products within the technical area - may include product installation and documentation review;
  • Work on customer support-related projects as assigned;
  • Test resolutions provided by development before providing to the customers;

To ensure you're set up for success, you will bring the following skillset & experience:
  • You have 2 years' experience in Technical Support \ deployment \ system or other related roles
  • You have experience in reading and writing DB queries (PG, Oracle, MSSQL).
  • You worked with internet technologies, such as Network architecture and terminology, HTML, JavaScript, CSS, MySQL database and Web servers
  • You have experience with System log analysis
  • You have creative troubleshooting abilities
  • You have good communication skills (written and verbal)
  • You are a self-learner, highly motivated and a team player, with prioritization and time management skills

Whilst these are nice to have, our team can help you develop in the following skills:
  • Web debugging experience – devTools, Charles, performance investigations
  • Scripting or coding experience (preferably Python or Java)
  • Experience in Linux
  • Experience in debugging server-side code
  • Working with SaaS products and familiarity with Datadog
  • Experience in a multinational organization

Our commitment to you