Description
CareerArc Code CA-MS #LI-MS2 Hybrid: #LI-Hybrid This Is Helix. Powered by You.
At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.
We are a mix of curious minds, creative thinkers, and courageous builders who believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.
We are the change makers. With decades of leadership and established trust in IT service and operations management, we're scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-first Agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision.
We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world. Are you a natural problem solver?
Are you driven to understand ‘why'?
Do you find that knowing what something does is far less interesting than understanding how it does it?
Do you enjoy helping other people to get things going?
If you answered ‘Yes' to all of the above, and you have a background in Software then you may be just the person we are looking for. As a Lead Technical Support Analyst you will assist our global customers to keep their business running using our best-in-class products, you will be responsible for providing highly advanced technical support for the most complex problems as well as mentoring less experienced TSAs. You will also provide strong contributions for project work to improve the Support organisation's capabilities.
Duties and responsibilities:
- Provides courteous, efficient, and professional technical support over the phone and email to customers across a broad range of industries.
- Responsible for conceiving of and delivering approved project-type initiatives that contribute to the abilities and enablement of the TSA teams.
- Participates in swarming (case solution direction and dispatch), providing expert input and takes strategic daily transactional work.
- Works on the most complex of Support cases where the analysis of situations or data requires evaluation of a large number of variables.
- Responsible for helping provide reusable content for and delivery of projects of their own and those of other members of the Support organization.
- Escalates issues and works directly with Research and Development to resolve complex support problems.
- Uses Knowledge Article permissions and expertise to vet, edit, improve and publish KA articles.
- Works in the role of Technical Coach or adviser to guide less experienced TSAs on how to investigate and troubleshoot reported problems.
- Contributes to the arsenal of training material and staff enablement to increase the time to readiness of new staff and ongoing personal development of more experienced staff.
- Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
- Ensures that the implementation of tasks complies with documented support standards and provides a high level of customer satisfaction.
- Periodic weekend work will likely be required.
Supervision and interaction:
- Coaches support team members in handling difficult customer situations and in the direction of technical troubleshooting.
- Work leadership may be provided by assigning work and resolving problems.
- Supervises less experienced TSAs.
- Largely self-managing, requiring only minimal supervision.
- Influences at customer and BMC management level.
Skills, qualifications and preferred experience
The successful candidate will have a combination of the following:
- 8+ years of experience in diagnosing and troubleshooting technical issues.
- Excellent communication and interpersonal skills.
- Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
- Focus on customer satisfaction with the ability to provide problem resolution in a timely manner.
- Exercises independent judgment in developing methods, techniques & evaluation criteria for obtaining results.
- Provides direction for projects or project teams.
- Leads by example – generally expected to be able to provide advice not only about technical problems, but about investigative and communicative techniques to help more junior peers become more experienced and successful.
- Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.
- Barriers to entry: technical committee review.
Why Work Here? Because You'll Matter.
We're not hiring for roles—we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life—and your work make a difference.
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in—you'll be backed up.
Make Your Mark At Helix
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
Helix 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 asa 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.Why Work Here? Because You'll Matter.
We're not hiring for roles—we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life—and your work make a difference.
We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in—you'll be backed up.
Make Your Mark At Helix
If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
Helix 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 asa 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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