Mainframe technical support analyst (storage)
we are currently seeking a technical support analyst (tsa) to join our high-performing team, delivering outstanding support for our industry-leading mainframe solutions.
as a tsa, you will serve as the primary interface between bmc and our valued customers, ensuring their success through rapid and thorough resolution of technical issues. Your contributions will directly impact customer satisfaction and product excellence by engaging collaboratively across bmc's engineering, r&d, and product teams.
here is how, through this exciting role, you will contribute to bmc software's and your own success:
* investigate, troubleshoot, and resolve complex customer issues related to bmc products and integrations in a timely and effective manner
* communicate with customers through various channels (phone, email, web), ensuring clarity and professionalism at every touchpoint
* document all technical interactions and resolution steps within bmc's support systems to maintain a high-quality knowledge base
* collaborate with engineering and r&d to escalate and resolve technical defects or product behavior concerns
* share best practices and technical insights to enhance team performance and contribute to a continuous improvement culture
participate in rotational on-call support during evenings and weekends to ensure 24/7 global coverage
to ensure you're set up for success, you will bring the following skillset & experience:
* you have a customer-centric mindset with excellent verbal and written communication skills
* you bring a strong analytical approach to problem-solving, with the ability to handle multiple tasks simultaneously
* you hold a bs in computer systems or a related technical field — or equivalent hands-on experience in systems/application programming
* you have 5+ years of hands-on experience with z/os mainframe technologies including jcl, jes, uss, smp/e, tcp/ip, ispf, sdsf, and catalogs
* you are skilled in diagnosing mainframe software issues using logs, traces, and dumps, and experienced in smp/e and z/osmf
* you have proficiency in z/os storage management tools such as fdr, ca-disk, dfhsm, and dfsms
* you are familiar with additional technologies such as unix file systems, tcp/ip, linux on ibm z, oracle/db2 databases, and middleware tools like apache, tomcat, websphere, or aix
we offert:
* medical and dental insurance:
(provider: gnp seguros):100% paid by bmc from the first day of employment with the company. Additional mxn 6,600.00 pesos per fiscal year for minor medical expenses (reimbursable amount).
* life insurance
(provider: gnp seguros): up to 24 months wages.
* savings fund:
13% of salary, not to exceed deductible & cap limits (cap changes every year). The employee receives this money in january of the following year.
* meal ticket
(provider: si vale): 10% of salary, not to exceed deductible & cap limits. (cap changes every year). Value is provided per month, per employee.
* gym:
annual reimbursable value.
* vacation days:
bmc gives the employee 15 business days of paid vacations (see more information in the vacation policy).
* vacation premium.
* christmas bonus:
bmc pays for 30 days christmas bonus in december of each year. The amount that the employee receives will be prorated based on time worked during that calendar year.
* employee assistance program (eap)
: our employee assistance program offers confidential support and resources to help you manage personal or work-related challenges.