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Basic Information

Job Name
Technical Support Analyst - Romania
Country
Romania
State
NA
City
Bucharest
Date Published
05-Aug-2026
Job ID
63265
Travel
You may occasionally be required to travel for business
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-MS
#LI-MS2
Hybrid: #LI-Hybrid
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.
Are you a natural problem solver?

Are you driven to understand ‘why’?

Do you find that knowing what something does is far less interesting than understanding how it does it?

Do you enjoy helping other people to get things going?

If you answered ‘Yes’ to all of the above, and you have a background in Software then you may be just the person we are looking for.
As a Technical Support Analyst you will assist our global customers to keep their business running using our best-in-class products.

Duties and responsibilities

  • Addressing basic to advanced issues by providing courteous, efficient, and professional technical support over the phone and via email to customers across a broad range of industries.
  • Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.
  • Managing customer expectations and competing priorities
  • Troubleshooting: the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
  • Conducting research on customer incidents, and other duties as assigned.
  • Using your written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
  • Escalating issues and working directly with Research and Development to resolve complex support problems
  • Working on customer support related projects as assigned.
  • Occasional weekend duties will be required

Skills, qualifications and preferred experience

The successful candidate will have a combination of the following:
  • 2+ years of customer-facing Technical Support experience supporting software products, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems.
  • Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative, ‘whatever it takes’ attitude.
  • Exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, the BMC Remedy IT Service Management Suite and/or related apps would be a great advantage, particularly:
    • Helix ITSM, Platform and Applications
    • Helix Operations Manager
    • Helix Discovery
    • Helix Optimization
  • The ability to duplicate a customer's specific software error in order to define the cause.
  • Experience debugging with software development tools.
  • Strong verbal and written communication English language skills and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.

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, flexible, 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.

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, flexible, 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.