Technical Support Analyst

• Manage, troubleshoot, and resolve technical issues related to BMC AMI products and their integrations within defined service levels
• Respond to customer inquiries via phone, email, and web channels, providing accurate, timely, and professional solutions
• Document all customer interactions, diagnostic steps, and resolutions in BMCs issue management systems to ensure knowledge sharing and audit readiness
• Collaborate with Engineering and escalate issues to R&D as needed, ensuring visibility and progress on critical cases
• Maintain a consistently high level of customer satisfaction by applying both technical insight and effective communication
• Contribute to knowledge capture initiatives and support continuous improvement in internal processes and customer experience

To ensure youre set up for success, you will bring the following skillset & experience:

• You have hands-on experience with BMC AMI Monitor for z/OS, AMI AutoOperator, or other BMC MainView products.
• You are proficient in standard IBM z/OS utilities and possess a solid understanding of mainframe architecture.
• You hold a BS in Computer Systems or a related technical fieldor bring equivalent experience in systems or application programming.
• You bring at least 5 years of experience working with z/OS systems or major subsystems such as Storage, IMS, CICS, or DB2.
• You excel in customer service and communication, with a proven ability to manage multiple technical issues concurrently.
• You are eager to learn, skilled in troubleshooting, and familiar with support tools such as Salesforce, Jira, Microsoft Teams, and xWiki.
• You are open to participating in on-call weekend support on a rotational basis.