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, continuously learn, and bring innovative solutions to everyd...