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Pyramid Outline

Service Assist Product Specialist

Austin / United States


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Your Opportunity

Ideal recruits into this team will be experienced developers or senior support engineers with the following:

  • A strong grounding in server configuration, networking, network security, access and identity management, information security and encryption, application interaction and processes, and other technical infrastructure topics
  • Strong problem-solving skills and the ability to methodically solve business and technical, and performance problems using innovative approaches
  • Strong Linux skills, preferably including server set up and administration (core platforms are Centos, Fedora, RHEL etc.)
  • Proven experience working with container technologies such as Docker and Kubernetes, preferably virtualization products (VMware) and private and public cloud technologies (AWS, Azure).
  • Understanding of Microsoft technologies (Windows, .NET, VB, C#, SQL Server, Internet Explorer, Active Directory, IIE, etc)
  • MySQL experience (basic administration & setup, SQL queries, some performance awareness), and preferably SQL Server also
  • 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.
  • Previous experience with automation and/or orchestration tools an advantage.
  • Background in software development/delivery desirable
  • 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
  • Fluency in a second language an advantage


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

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Our Ideal Candidate

Blue Prism is currently seeking an enthusiastic and motivated individual to join their Global Customer Support team supporting customers and partners across multiple regions and geographies as an SME for our new Service Assist product with the following duties:

  • Manage technical and application issues from our customers and partners within our Support System on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Provide technical support on automating processes 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; An expert in the use of the Blue Prism product and in the creation of an enterprise class digital workforce within client organisations.
  • Reproduce product behaviour to determine the root-cause of the problem and to find workarounds and solutions.
  • Ability to ensure actions are followed-up in a timely manner with attention to detail.
  • Ability to deal with difficult customer situations.
  • Coordinate with other teams to provide assistance in identifying, reporting and resolving product defects.
  • Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.

Responsibilities will involve troubleshooting, analysing 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.

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Additional Information

  • Flexible Vacation: We're a team of innovators who work hard, and with hard work comes much needed time off. We all need time off! We offer a flexible vacation plan for all our employees that offers great work/life balance
  • 401K Match
  • Parental Leave: Blue Prism fully supports all types of families as they welcome a new child into their home
  • Employee Share Plan: Our employees are our biggest advocates! We offer the incentive to be included in our growth via RSUs

Blue Prism 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, 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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