Description
CareerArc Code CA-MS #LI-MS2 Onsite: #LI-Onsite
"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!
The Premier Support Specialist(PSS) is a designated resource whose role is a technical advisor understanding the customer's environment and participates in project release milestones for installs, upgrades, patches, etc. In accordance with BMC Software Product Support Policy, the PSS drives open issues to closure and advocates for enhancement requests. The PSS as necessary will engage BMC escalation procedures with customer engineering. For Severity 1 (Critical) issues impacting the customer production environment, the PSS will conduct a root cause analysis and present results to the customer.
The PSS will build and maintain a designated customer Test Lab Environment for reproducing and testing customer application support related issues and for testing patches provided by customer engineering. The PSS shall proactively notify the customer of patches that are required on their systems for the BMC Products under Premier.
Keys to successfully preforming the PSS role include mitigating customer risk, sharing best practices with other PSSs, and providing customer value through innovative premier delivery.
Technical responsibilities
- Serve as customer trusted technical advisor and provide environment / architectural recommendations to reduce risk, improve availability, performance and stability.
- Provides courteous, efficient, and professional guidance, technical support, and support case oversight.
- Assist assigned case TSA to provide ‘account intelligence' and help improve MDTC.
- Deliver the priority case status during the weekly customer governance meetings
- Completes test labs for new assigned customers in expected time frame
- Management, maintenance, access and reporting for customer test environment (Make lab available to TSAs / assist customers with change and testing)
- Complete product assessment / Architectural reviews of customer environment (minimum annually)
- Delivers root cause analysis on Severity 1 cases
- Has expert level knowledge in multiple product areas.
- Triage/diagnose support cases through log/data analysis
- Assists with the most complex cases where the analysis of situations or data requires evaluation of many variables.
- Delivery of approved projects in a timely and satisfactory manner including deliverables, etc.
- Escalates issues and works directly with Engineering to resolve complex support problems.
- Uses Knowledge Article permissions and expertise to vet, edit, improve and publish KA articles.
- Complete and deliver proactive deliverables in timely and qualitative manner.
- Provide upgrade assistance including upgrade modeling, documenting best practices, preventing known issues, and providing assessment of the product post upgrade
- Reports design, reliability and maintenance problems or bugs to engineering.
- Periodic weekend work will likely be required.
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!
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.
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.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!
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.
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