Sr. Technical Support Engineer

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