Junior Technical Support Specialist

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:

Join our team as a Junior Technical Support Specialist. In this crucial role, you will manage support tickets, apply problem-solving skills for timely resolutions, and collaborate with senior engineers on complex issues. Your tasks will include analyzing and identifying issues, implementing solutions, and thoroughly understanding each case. Effective communication with customers to manage expectations is essential. We provide comprehensive training to support your development, whether you're a recent graduate or have some technical experience. Be a part of our team and company, contributing to exceptional customer service in Intelligent Automation, generative AI, and Agentic Automation.

Location: USA Remote role

You will make an impact by being responsible for:

· Taking ownership of the Support Tickets and customer communication

· Working with a Sr. Engineer and ensuring the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time

· Issuing understanding and impact analysis during problem identification - Severity validation

· Identifying affected components

· Searching KBs, support tickets, and documents for relevant solutions for the reported issue

· Requesting and reviewing all required details like screenshots, all application logs, event viewer logs, and Diagnostic utility results (if needed) before having a meeting with the customer

· Capturing self-analysis over the ticket, creating internal and external notes

· Noting swarm details (using swarm template) to be filled with proper log analysis

· Sharing a plan of action with the customer before scheduling a meeting with the customer

· Completing mandatory Product/process training on time

You will be a great fit if you have:

· BA/BS degree in Sciences or Engineering, with a Computer Science or Computer Engineering background preferred

· 1-2 years of technical experience – we will train you!

· Spanish and English fluency required – spoken and written

· Usage of MS Office suite (MS Outlook, MS Word, and MS Excel) & Open Office suite

· Knowledge of LAN, WAN, WLAN technologies, and network protocols such as TCP/IP, DNS, DHCP, VPN, etc., preferred

· Good Understanding of Linux/Unix will be an added advantage

You excel in these key competencies:

· Strong problem-solving and multi-tasking skills

· Excellent client-facing skills

· Good understanding of phone/email, etiquette/ability to establish call control

· Comprehension – Ability to clearly understand the problem statement

· Strong customer service focus – “Active Communication” skills with the ability to empathize with the customer and prioritize customer needs

The base salary range for this position is $76,000 - $85,000 a year. The base salary ultimately offered is determined through a review of the education, industry experience, training, knowledge, skills, and 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, Support Engineer, Support Tickets, Technical Support, Intelligent Automation, generative AI, agentic AI

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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.