Senior Technical Support Engineer, Automation Anywhere
$130-145k
+ Discretionary bonus + Equity
More information about location
Enterprise AI agents for business processes
Open for applications
Enterprise AI agents for business processes
1001+ employees
Open for applications
$130-145k
+ Discretionary bonus + Equity
More information about location
1001+ employees
Company 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.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Although technology is supposed to save labor, often it doesn't feel like it, with the average desk worker stuck carrying out an increasing number of repetitive manual tasks just to make their growing software stack function. Enter Automation Anywhere, a provider of robotic process automation (RPA) software designed to handle tedious repetitive functions, freeing teams for more productive work.
RPA is a highly competitive field, with firms like Celonis attracting vast amounts of funding and Microsoft beginning to bundle RPA functionality with its business packages. What helps Automation Anywhere stand out is its use of AI to discover the processes that can be automated within a company, a task that is usually carried out by expensive consultancy firms. This has allowed Automation Anywhere to grow a huge client base, including the likes of the NHS, Dell and Staley Black & Decker.
Fueled by partnerships with Microsoft, AWS, and PwC India, Automation Anywhere is accelerating its leadership in AI-powered automation. These collaborations allow the company to deliver cutting-edge solutions and aid in its continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Company HQ
North San Jose, San Jose, CA
Leadership
Mihir Shukla
(Co-Founder & CEO)Previously the Director of Engineering at E2Open and Infoseek, and a Consultant at Netscape.
Neeti Mehta Shukla
(Co-Founder & Social Impact Officer)Previously a Marketing Research Consultant for Intuit. They are also a Limited Partner at Kalaari Capital and CXXO Champion for CXXO.
Rushabh Parmani
(Co-Founder & Chief Customer Officer)Before co-founding Automation Anywhere they were a Software Engineer at Siebel Systems.
Ankur Kothari
(Co-Founder & COO)Previously a member of the Core Group in Siebel Systems. Since co-founding Automation Anywhere, they have been a CRO, COO, CSO and Chief Customer & Strategy Officer before becoming COO in 2023.
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