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Basic Information

Job Name
Staff Technical Supp Analyst - India
Country
India
State
IN_Maharashtra
City
Pune
Date Published
11-May-2026
Job ID
60800
Travel
You may occasionally be required to travel for business
Secondary locations
IND Bangalore - Prestige Summit, IND Bangalore - Prestige Summit
Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

CareerArc Code
CA-PS
#LI-PS1
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.
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! 
BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. 

Here is how, through this exciting role, YOU will contribute to BMC's and your own success: 
  • You will provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. 
  • You will develops competence and expertise in routine tasks, gaining specialized knowledge of the relevant BMC technologies. 
  • You will troubleshoots intermediate to complex range of problems, recommends appropriate actions and manages competing priorities, develops expertise in use of sophisticated tools, analysis of logs, and coordination with all available resources to resolve issues.. 
  • You will use professional concepts and company policies and procedures to solve a variety of problems of moderate - advanced scope, where analysis of situations or data requires a review of identifiable factors. 
  • You will provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues. 
  • You will use written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles. 
  • You will escalate issues and works directly with Research and Development to resolve complex support problems 
  • You may work on customer support related projects and other initiatives as assigned. 
  • Periodic weekend work will likely be required once appropriate levels of expertise are reached.
To ensure you’re set up for success, you will bring the following skillset & experience:
  • You can embrace, live and breathe our BMC values every day!
  • You have 4+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. 
  • You have in depth troubleshooting and analytical knowledge in these BMC product areas.
  • You have bachelor’s degree from any stream – Full Time
  • You are comfortable with Periodic weekend work (will likely be required).
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.
At HELIX we believe in pay transparency and have set the midpoint of the salary band for this role at 1,737,400 INR. 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 salary listed is just one component of HELIX's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 
(Returnship@BMC) Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to [1] https://bmcrecruit.avature.net/returnship know more and how to apply. References Visible links 1. https://bmcrecruit.avature.net/returnship
Min salary
1,303,050
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.
Mid point salary
1,737,400
Max salary
2,171,750
Min Salary - NEW
1,294,350
Max Salary - NEW
2,157,250