Helix - Staff Specialist Technical Supp Analyst - Mexico

Overview

At BMC Helix we’re an AI‑native engine behind the world’s most forward‑thinking IT organizations, helping them focus on what matters most. We reset the economics of enterprise IT and help others realize the ROI of AI. Our open‑first agentic AI platform empowers autonomous agents to drive real outcomes with speed, accountability, and precision. Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments, accelerating core business outcomes, mitigating risk, cultivating relationships, removing friction, and improving customer experience.

Responsibilities

• Manage customer expectations and competing priorities, and conduct research on customer incidents to help create Knowledge Articles and reusable solutions.
• Escalate issues and work directly with Research and Development to resolve complex support problems.
• Use professional concepts...