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 a

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