The Premier Support Specialist (PSS) is a designated resource who acts as a technical advisor to understand the customer’s environment and participates in project release milestones for installs, upgrades, patches, etc. The PSS drives open issues to closure, advocates for enhancement requests, and engages BMC escalation procedures with customer engineering as required. For Severity 1 (Critical) issues impacting the customer production environment, the PSS conducts a root‑cause analysis and presents results to the customer.

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The PSS builds and maintains a designated customer Test Lab Environment for reproducing and testing customer application support related issues and for testing patches provided by customer engineering. The PSS proactively notifies the customer of patches required for BMC products under Premier.

Keys to successfully performing the PSS role include mitigating customer risk, sharing best practices with other PSSs, and providing customer value through innovative premier delivery.

Technical Responsibilities

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- Serve as a customer‑trusted technical advisor and provide environment/architectural recommendations to reduce risk, improve availability, performance, and stability.

- Provide courteous, efficient, and professional guidance, technical support, and support case oversight.

- Assist assigned case TSA to provide account intelligence and help improve MDTC.

- Deliver priority case status during the weekly customer governance meetings.

- Complete test labs for new assigned customers within the expected time frame.

- Manage, maintain, access and report on customer test environment (make lab available to TSAs/assist customers with change and testing).

- Complete product assessment/architectural reviews of customer environment (minimum annually).

- Deliver root‑cause analysis on Severity 1 cases.

- Have expert‑level knowledge in multiple product areas.





- Triage/diagnose support cases through log/data analysis.

- Assist with the most complex cases where analysis requires evaluation of many variables.

- Deliver approved projects in a timely and satisfactory manner including deliverables.

- Escalate issues and work directly with engineering to resolve complex support problems.

- Use Knowledge Article permissions and expertise to vet, edit, improve and publish KA articles.

- Complete and deliver proactive deliverables in a timely and qualitative manner.

- Provide upgrade assistance including upgrade modeling, documenting best practices, preventing known issues, and assessing the product post‑upgrade.

- Report design, reliability, and maintenance problems or bugs to engineering.

- Periodic weekend work will likely be required.

Required Qualifications

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- 5+ years of enterprise software support, technical account management, customer success, consulting, or related experience.

- Experience supporting large enterprise customers in mission‑critical production environments.

- Proven success managing multiple customer relationships simultaneously.

- Experience leading technical discussions with both operational and executive stakeholders.

Technical Skills

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- Strong understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Monitoring, Observability, AIOps, or related enterprise platforms.

- Experience troubleshooting complex enterprise applications and integrations.

- Knowledge of SaaS and on‑premises enterprise software environments.

- Understanding of cloud technologies, infrastructure, databases, networking, and system administration concepts.





- Ability to analyze technical data and translate findings into business recommendations.

Customer‑Facing Skills

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- Exceptional communication and presentation skills.

- Strong executive presence and ability to influence stakeholders.

- Excellent problem‑solving and critical‑thinking capabilities.

- Ability to manage competing priorities in a fast‑paced environment.

- Demonstrated ability to build trusted advisor relationships with customers.

Preferred Qualifications

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- Experience with BMC Helix ITSM, BHOM, Discovery, AIOps, Digital Workplace, or related BMC Helix solutions.

- Knowledge of ITIL frameworks and service management best practices.

- ITIL Foundation certification.

- Experience supporting enterprise digital transformation initiatives.

- Project management or customer success certification.

- Experience supporting global or multinational customers.

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 as protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

Compensation

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets;
experience and training, licensure, and certifications;
and other business and organizational needs. xhfqzwm The range listed is €45,525 – €75,875. This range is just one component of Helix's employee compensation package;
other rewards may include a variable plan and country‑specific benefits.

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📌 Helix Itsm Premier Support Specialist (Madrid)
🏢 BMC Helix
📍 Madrid