Senior Technical Support Analyst
Remote United States
Works directly with customers via phone, email, and chat sessions to enhance satisfaction and improve use of products.
Responds to customer inquiries regarding products, features, and compatibility.
Delivers solutions and implements workarounds by using technical knowledge to troubleshoot and diagnose software issues.
May suggest configuration changes to improve product performance and meet customer needs.
Analyzes, researches, and documents issues and adds resolution to knowledge base as input into product development and enhancement cycles.
May publish knowledge articles for customers to reference in lieu of logging a help ticket.
Issues that are very complex, technical, and require additional debugging are escalated to the product development team
KNOWLEDGE, SKILLS, AND ABILITIES:
Creatively solves complex tasks by applying judgement to select the best approach to achieve desired outcomes.
Understands how function and role contribute to business goals.
Assists more junior members of the team with their tasks and helps them understand how work contributes to business objectives.
Collaborates well with other departments to achieve best results for company and customers.
Plans and completes assignments independently with little supervision.
EDUCATION AND EXPERIENCE:
Bachelor’s degree or equivalent with a minimum of 10 years of professional experience.
Bachelor’s degree in computer science, information systems, or data processing or demonstration of equivalent knowledge.
Strong written and verbal communications skills.
Minimum of 10 years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2..)
Proficient in the use of standard IBM utilities
Proficient in the use of RACF commands
Knowledge of CA Top Secret and CA ACF2 beneficial
Ability to understand and write REXX code required
Ability to understand and write Assembler helpful, but not essential
Must demonstrate a proficiency in coding and modifying JCL
Skilled in using SMP/E
Minimum of 5 years with Windows/Unix/Linux operating system management, configuration and security.
Minimum of 5 years of experience working with a Security Information and Event Management (SIEM) product.
5+ years of with Windows/Unix/Linux networking
Experience with Splunk Enterprise preferable
Experience with Batch files
Understanding of Networking concepts
Understanding of Security concepts
Strong diagnostics, debugging, and troubleshooting skills.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.
Computer & IT , Computer Security , Networking , Software Development , Python