Pyramid Outline

Product Specialist

Warrington / United Kingdom

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Your Opportunity

REMOTE: Blue Prism® is currently seeking an enthusiastic and motivated individual to join their Global Customer Support team as a 3rd line product expert, supporting customers and partners across multiple regions and geographies.

Blue Prism is the global leader in intelligent automation for the enterprise, transforming the way work is done. At Blue Prism, we have users in over 150 countries in more than 1,800 businesses, including Fortune 500 and public sector organizations, that are creating value with new ways of working, unlocking efficiencies, and returning millions of hours of work back into their businesses. Our Digital Workforce is smart, secure, scalable and accessible to all; freeing up humans to re-imagine work.

To understand more about Blue Prism’s intelligent automation click here. You can also visit http://www.blueprism.com/ and follow us on Twitter @blue_prism, LinkedIn and Instagram @blueprismofficial. Or have a look at our YouTube page for further insights about Blue Prism.

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Our Ideal Candidate

  • Provide technical help, coaching and mentoring to more junior members of the support team.
  • Work with the product’s code base and development tools to help identify where specific errors are occurring and if possible, propose a solution. Additionally, work with our Product Team to resolve code related issues.
  • Develop tools to reduce customer effort while engaging support when it comes to diagnosing product related issues.
  • Author, edit, publish and maintain an online knowledge base of known issues/solutions.
  • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email, web and where required, on-site visits whilst promoting the recommended best practice as created by Blue Prism.
  • Be an expert in the use of the Blue Prism product and in the creation of an enterprise class digital workforce within client organizations.
  • Reproduce product behaviour to determine the root-cause of the problem and to find work-arounds and solutions.
  • Ensure proposed/planned actions are followed-up in a timely manner with attention to detail.
  • Coordinate with other teams to provide assistance in identifying, reporting and resolving product defects.

Responsibilities will involve troubleshooting, analyzing technical problems and working with customers and Blue Prism developers to resolve technical and application roadblocks. You will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications with customers at all levels to maintain positive relationships.

Our Ideal Candidate:

Ideal recruits into this team will be experienced developers with the following:

  • A strong grounding in server configuration, networking, network security, access and identity management, information security and encryption, application interaction and Windows processes, and other technical infrastructure topics.
  • Strong problem-solving skills and the ability to methodically solve technical problems using innovative approaches.
  • Proven experience working with virtualization products (VMWare, Citrix) and both private and public (AWS, Azure) cloud technologies.
  • Background in software development/delivery.
  • Comprehensive understanding of Microsoft technologies (Windows, .NET, VB, C, C#, SQL Server, Internet Explorer / Edge, Active Directory, IIS, Office, etc).
  • Previous experience with automation and/or orchestration tools.
  • The ability to work independently or in a group, remotely or on-site, with technical and non-technical staff at all levels of partner and client organizations.
  • Strong communication skills with people at all levels of experience and technical ability.
  • An aptitude to liaise with senior level customer representatives in a rational and measured manner to communicate progress, issues, risks and solutions.
  • A willingness to travel to customer sites.

Full training will be provided on the company’s software solution and delivery approach.

Qualifications & Required Skills:

  • College diploma or bachelor's degree in a technology-related field (or equivalent work experience).
  • 4+ years of industry experience in supporting enterprise software components.
  • Advance troubleshooting skills with the ability to relate problems with the application back to the product’s code.
  • Experience with Microsoft Windows development and programming languages with knowledge of VB/.NET/C/C#.
  • Exposure to Web Development technologies (Browsers/JavaScript/Java/HTML/HTML5/PHP/API).
  • Exposure to Data-interchange technologies (XML/SOAP/REST/JSON).
  • In-depth knowledge and ability to administer and troubleshoot currently supported Windows operating systems (servers and clients).
  • Excellent written and verbal communication and problem-solving skills are essential.
  • A high degree of analytical, trouble shooting and problem-solving abilities.
  • Good formal documentation skills.
  • Ability to work under own initiative and respond to peaks in demand.
  • Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.

Desirable Skills:

  • SQL programming skills and administration of Microsoft SQL Server.
  • In-depth knowledge and understanding of virtualization technologies and cloud platforms (e.g. Citrix, VMware, Hyper-V, Amazon AWS, Microsoft Azure, IBM Cloud, Google Cloud).
  • Thorough understanding of TCP/IP networks and security, LAN/WAN communication and configurations.
  • Proficiency in concepts such as logical operators & data types.
  • A second language would be an advantage.
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Additional Information

  • Company pension scheme
  • Life assurance scheme
  • Private medical scheme
  • Employee share scheme
  • 30 days holiday plus bank holidays
  • Flexible working hours

Blue Prism Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity or expression, genetics, arrest record or any other characteristic protected by applicable federal, state or local laws.

Blue Prism is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Blue Prism via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Blue Prism. No fee will be paid in the event the candidate is hired by Blue Prism as a result of the referral or through other means.

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