About Us:
Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com
Our opportunity:
We have an opportunity to join our specialty customer support escalation team. The Sr. Technical Support Engineer is responsible for developing and implementing technical troubleshooting training for our Support team globally. This role will help discover areas within the product requiring improvement for supportability, record, track and document the problem-solving process for mass consumption. We are looking for an individual with the experience and talent to dramatically improve the overall technical escalation process, liaising closely with product management and engineering to drive product usability /serviceability, defect mgmt. for a better customer experience.
Location: Remote role – must be located on the West Coast in Pacific Time Zone
You will make an impact by being responsible for:
- Managing, coordinating, and prioritizing product enhancement requests with all stakeholders
- Managing, prioritizing and reviewing product patch requests with the Engineering team and coordinate for release plan
- Providing technical assistance to critical situations and escalation teams
- Triaging and providing technical expertise in resolving complex product issues
- Collaborating and coordinating with the engineering and the cloud operation team on continuous improvement of processes and feedback
- Providing a technical troubleshooting guide to the technical support team
- Taking ownership of projects and improve processes. Helps automate technical support processes
- Recording, tracking, and documenting the problem-solving process for mass consumption
- Using logical reasoning to analyse a situation and make use of available debug utilities
- Identifying, and learning legacy and A360 software features supported by the organization
- Working with fixes at the product level, including installing and upgrading software
- Testing fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
- Establishing a proper course of action to ensure efficient completion of work within prescribed time limits
- Developing FAQ and Knowledge Base articles to aid in problem resolution
- Documenting root cause analysis in customer friendly manner
- Training support to L2/L3
You will be a great fit if you have:
- 7+ years’ experience in Technical Support roles, professional services, IT consulting, or System Integration roles
- Bachelor’s degree or equivalent work experience
- Experience/knowledge of Networking - practical application of technologies, protocols, and related standards including TCP/IP, HTTP, HTTPS, XML, LAN, WAN, Routers
- Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting
- Working knowledge of Database, VB/Java scripting, Excel macros
- Working knowledge about Active Directory, Windows Server 2012 onwards, Cluster
- Citrix XenApp and Xendesktop experience (CCEA a plus)
- Cisco Networking Experience (CCNA a plus)
- Proven working experience in Enterprise technical support
- Duties may require being on call periodically and working outside normal business hours
- Working knowledge of Windows systems, Linux, and web troubleshooting
- Experience in Database, scripting, and Excel macros
- Experience in Active Directory, load balancers, and high availability
You excel in these key competencies:
- Very strong attention to detail
- Outstanding troubleshooting skills
- Strong problem-solving and multi-tasking skills
- Excellent customer-facing skills
- Excellent listening skills
- Excellent written and verbal communication
The base salary range for this position is $130,000 – $145,000 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors. This position is also eligible for a discretionary bonus, equity and a full range of medical and other benefits.
Ready to Revolutionize Work? Join Us.
This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.
Job Segment OR Key Words: SaaS, Technical Support, Automation, Customer Escalations, Troubleshooting, Project Management
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Benefits and perks you’ll appreciate:
- Flexible work schedule / remote roles
- Unlimited Personal Time Off
- 12 holidays off per year
- 4 days volunteer time off per year
- 4 company “Achievement” days off per year
- Variety of health care and well-being benefits
- Paid family/parental leave
- We are a designated “Best Place to Work” for 2 years in a row! Learn more here
- Newsweek’s Top 100 Most Loved Workplaces in America 2023 – Learn more here
Automation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email recruiting@automationanywhere.com.
All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.
Top Skills
What We Do
Welcome to Automation Anywhere. We’re on a singular and unwavering mission to democratize automation and create a better future for everyone, liberating people from mundane, repetitive tasks, and allowing them more time to use their intellect and creativity.
With 2.8M bots deployed at customers in 90 countries, and a network of over 2100 partners, we are a leader in the Gartner Magic Quadrant, and our AI-powered digital workforce platform optimizes the business processes of the world's largest enterprises and governments in virtually every industry including 85% of the top banks and financial institutions, 90% of the top healthcare institutions, 85% of the top technology companies, and 80% of the top telecom companies.
Industry Awards and highlights:
· Named a leader each year of Gartner Magic Quadrant for Robotic Process Automation
· Named a Leader in Forrester Wave
· Named a Leader and Star Performer in Everest Peak Matrix
· Named a Leader in Nelson Hall NEAT Intelligent Automation Report
· G2 Crowd 2020 Best Software Company
· First Cloud-native digital workforce platform
· 850+ pre-built, intelligent automation solutions
· Bot security and IP protection
· SaaS packages
· Over 1.4M courses completed in Automation Anywhere University
· Free AI-powered Community edition
Try the world’s most advanced digital workforce platform today: https://bit.ly/startRPAtoday
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