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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.

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments.

Customer

Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!

The Premier Support Specialist (PSS) is a designated resource whose role is a technical advisor understanding the customer’s environment and participates in project release milestones for installs, upgrades, patches, etc. In accordance with BMC Helix Product Support Policy, the PSS drives open issues to closure and advocates for enhancement requests. The PSS as necessary will engage BMC escalation procedures with customer engineering.

For Severity 1 (Critical) issues impacting the customer production environment, the PSS will conduct a root cause analysis and present results to the customer.

The PSS will build and maintain 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 shall proactively notify the customer of patches that are required on their systems for the BMC Products under Premier.

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

Technical Responsibilities

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

- Provides courteous, efficient,



and professional guidance, technical support, and support case oversight.

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

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

- Completes test labs for new assigned customers in expected time frame

- Management, maintenance, access and reporting for customer test environment (Make lab available to TSAs / assist customers with change and testing)

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

- Delivers root cause analysis on Severity 1 cases

- Has expert level knowledge in multiple product areas.

- Triage/diagnose support cases through log/data analysis

- Assists with 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.

- 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.

- Periodic weekend work will likely be required.

Required Qualifications

- 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

- 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





- 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

- 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.

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, adaptable, 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 Helix maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

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.

The range listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At HELIX, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is €45,525 - €75,875

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