Lead Technical Support Analyst

Basic Information







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Description and Requirements

Position Description – Lead Premier Support Architect

Responsible for providing highly advanced proactive and reactive support for assigned customers, and other customers as designated. Can successfully mentor less experienced team members. Can provide strong contributions for projects designed to improve the Support organization’s capabilities.  His/her impact is well recognized across multiple organizations.

Technical responsibilities

  • Provides courteous, efficient, and professional guidance, technical support, and support case updates.
  • Consistently provides preventative guidance reducing customer risk
  • Maintains test lab for each customer and keeps the lab aligned with customer environments
  • Consistently make high quality recommendations accepted at a high rate by customers
  • Completes test labs for new assigned customers in expected time frame
  • Delivers root cause analysis on Severity 1 cases
  • Has expert level knowledge in at least 3 specific product areas.
  • Triage/diagnose support cases through log/data analysis
  • Works on the most complex cases where the analysis of situations or data requires evaluation of many variables.
  • Delivery of approved projects in a timely and satisfactory manner including deliverables, etc.
  • Escalates issues and works directly with Engineering to resolve complex support problems.
  • Uses Knowledge Article permissions and expertise to vet, edit, improve and publish KA articles.
  • Prevent customers from experiencing known issues
  • Complete and deliver proactive deliverables in timely and qualitative manner.
  • Provide upgrade assistance including upgrade modeling, documenting best practices, preventing known issues, and providing assessment of the product post upgrade
  • Reports design, reliability and maintenance problems or bugs to 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.

Lead responsibilities, supervision and interaction

  • Responsible for conceiving of and delivering approved project initiatives that contribute to the abilities and enablement the Premier and other teams.
  • Provides Premier representation into cross functional teams (Engineering, Product Management, etc.)
  • Influences customers by maintaining credibility, reducing their risk, keeping them on current releases and increasing their commitment to BMC
  • Responsible for helping provide reusable content (including blogs, documentation, videos or webinars) to internal and external customers.
  • Review support case data drawing conclusions that mitigate risks customer risk
  • Successfully delivers well planned customer site visits that enhance BMC value.
  • Contributes to training material and staff enablement to increase the time to readiness of new staff and ongoing personal development of more experienced staff.
  • Coaches team members in handling difficult situations
  • Provides/updated documented best practices across support organization
  • Influences customer and BMC management level.

Behaviour, skills and experience

  • 8+ years of experience in diagnosing and troubleshooting technical issues.
  • 5+ years successfully implementing Remedy.
  • Excellent communication and interpersonal skills.
  • Proven successful record of customer renewals
  • Largely self-managing, requiring only minimal supervision.
  • Excellent product administration /trouble experience
  • Successful on- site customer facing experience
  • Proven ability to be consistently prescriptive
  • Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
  • 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.


It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.