Staff Technical Supp Analyst

**Basic Information**:
Country:
Brazil
State:
Sao Paulo
City:
Eldorado
Date Published:
01-May-2025
Job ID:
44615
Travel:
up to 10%
Looking for details about our benefits? You can learn more about them by clicking **HERE**
**Description and Requirements**:
CareerArc Code
CA-OG
LI-OG1
Hybrid: #LI-Hybrid
**"At BMC trust is not just a word - it's a way of life"**
We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud
We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation
Primary Responsibilities:
- Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
- Responsible for writing knowledge base articles, recording video solutions and case documentation
- Conduct research on customer incidents, and other duties as assigned.
- 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;
- Travel: Very rare;
- Occasional weekend duties required.
- 5+ years of mainframe experience, with solid knowledge of the supported z/OS versions;
- Familiarity with Mainframe tools, programs, utilities, and tools, i.e.; TSO, ISPF, Clist, REXX;
- Job scheduling experience in complex production environments;
- Knowledge of the BMC IOA family products and/or competitors;
- Remote Technical Support Experience;
- Must be a highly motivated, independent, at the same time, collaborative, flexible, with strong teamwork abilities;
- Ability to duplicate a customer's specific software error to identify the cause, using tracing/debugging resources if needed;
- Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up
- Fluent English;
Additional Skill Areas
- JES2/JES3 subsystems (z/OS)
- IBM Parallel Sysplex architecture
- Security layers and protocols (LDAP, Top Secret, and mainly RACF)
- Network Communications / SSL configurations
- Presenting Technical Information
- Remote access tools/Virtual Machines/Mainframe emulators
- Basic Windows/Unix Operations (Servers)
- Database infrastructure/ SQL general basic knowledge
- Software testing, from simple PTFs up to new full releases bug hunt
- Process Improvement
- Spanish and/or German languages would be a good plus
**Our commitment to you**
BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU
If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas

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