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, company policies, and procedures to solve a wide range of difficult problems in imaginative and practical ways, exercising systematic proficiency in some specialized skills across one or more BMC applications/technologies. Troubleshoot intermediate to advanced problems and recommend appropriate actions, providing support case follow‑up until resolution while ensuring proper escalation procedures are followed for unresolved issues. Participate in global projects and tackle everyday problems as a BMC employee. Qualifications Demonstrate daily alignment with BMC values. Have 6+ years of experience handling customers from a consultancy and support standpoint. Possess in‑depth troubleshooting and analytical knowledge of BMC product areas or similar technologies. Hold a bachelor’s degree in any stream (full‑time). Be comfortable with periodic weekend work, which may be required. Why Work Here 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. Helix is committed to trust, transparency, and grit, and offers an inclusive, flexible culture for people who want to stretch themselves and support others. 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 protected veteran status. 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. #J-18808-Ljbffr