Technical Support Analyst - Tier 3

As a Technical Support Analyst at BMC Software you’ll be responsible for troubleshooting, escalations, DB analysis, Debugging, and more. You will be a part of a with team of professionals working in an Agile-Scrum environment.

You will be supporting the Control-M product line, which helps the world's largest companies to automate time-sensitive, business-critical workflows. We orchestrate data and machine learning pipelines, supply chains, production lines, financial transactions, and other processes in complex IT environments worldwide. We continuously grow by adding and implementing the most cutting-edge technologies, conducting innovative Just Do It marathons, thinking about new features to add and investing in our employee training programs!

How will your day-to-day look like?

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
• Maintain a low rate of non-bug escalations to development team.
• Write technical notes and troubleshooting procedures to be used by the entire Support and Professional Services organization.
• Manage assigned cases to meet service level agreements, while continuously providing updates to the business.
• Knowledge expert that will serve as the focal point to the entire Professional Services organization.
• Ongoing support and working closely with the business teams throughout the company.

You could be a good fit for this role if you have::

• 3+ years’ experience in technical support \ deployment \ system or other related roles
• Experience in reading and writing DB queries (PG, Oracle, MSSQL).
• Experience with internet technologies, including: Network architecture and terminology, HTML, JavaScript, CSS, MySQL database and Web servers
• Web debugging experience – devTools, Charles, performance investigations
• Experience with System log analysis
• Creative troubleshooting abilities
• Ability to understand flows and provide creative technical solutions
• Good communication skills in both Hebrew and English (written and verbal)
• Ability to comply with tight deadlines and self-prioritize
• Multi-tasking, self-learning, highly motivated and a team player

Whilst these are nice to have, our team can help you develop the following skills:

• Scripting or coding experience (preferably Python or Java)
• Experience in Linux
• Experience in debugging server-side code
• Working with SaaS products and familiarity with Datadog
• Experience in a multinational organization
• B.Sc. in Computer Science or another related field