Helix - Staff Technical Supp Analyst - Mexico

Overview

BMC Helix is a next‑generation AI‑native platform that enables enterprise IT organizations to improve service management and operations. We are seeking a Customer Success Technical Support Specialist to help customers achieve the value of BMC investments.

Responsibilities

• Manage customer expectations, prioritize competing issues, and conduct research on incidents to create knowledge articles and reusable solutions.
• Escalate complex support problems and collaborate with Research and Development to resolve them.
• Apply professional concepts, company policies, and procedures to solve a broad range of difficult problems, demonstrating systematic proficiency in one or more BMC applications.
• Troubleshoot intermediate to advanced issues, recommend appropriate actions, and provide case follow‑up until resolution, ensuring proper escalation procedures are followed.
• Participate in global projects, continuousl...