Technical Support Engineer
About The Position
We are seeking a Technical Support Engineer to join our global Customer Support organization at Automation Anywhere, the leader in Agentic Process Automation (APA), helping enterprises transform work through AI-powered agents, intelligent automation, and orchestration. In this highly impactful role, you will serve as a trusted technical advisor and advocate for our customers, delivering exceptional support and driving the rapid resolution of complex technical challenges. Working closely with cross-functional teams across Product Management, Engineering, Cloud Operations, and Customer Success, you will diagnose issues, identify root causes, and implement effective solutions that help customers maximize the value of our platform. This is an exciting opportunity for a technically skilled, customer-centric professional who thrives in a fast-paced, innovative environment and is passionate about enabling organizations to accelerate their AI and automation initiatives while delivering world-class customer experiences.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 2+ years of experience in technical support, application support, or software troubleshooting
- Must be willing and able to work Pacific Time hours on a regular basis regardless of your remote office location
- Strong understanding of Windows and/or Linux environments
- Working knowledge of databases (SQL Server, MySQL, or Oracle)
- Basic understanding of APIs, networking, and cloud concepts (AWS, Azure, or GCP)
Nice To Haves
- Customer Focus & Empathy – Demonstrates a commitment to understanding customer needs, providing exceptional service, and ensuring a positive support experience while maintaining high customer satisfaction
- Problem Solving & Critical Thinking – Effectively analyzes complex technical issues, identifies root causes, evaluates solutions, and makes sound decisions in a fast-paced environment
- Communication Skills – Clearly and professionally communicates technical concepts to both technical and non-technical audiences through written, verbal, and virtual interactions
- Collaboration & Teamwork – Works effectively across Customer Support, Engineering, Product Management, and Cloud Operations teams to drive issue resolution and improve customer outcomes
- Accountability & Ownership – Takes responsibility for customer issues from initial intake through resolution, ensuring timely follow-up, proactive updates, and successful outcomes
Responsibilities
- Providing technical support for Automation Anywhere products, including A360, Bot Agent, Control Room, and related components
- Diagnosing and troubleshooting application, infrastructure, and configuration issues across cloud and on-prem environments
- Analyzing logs, scripts, and automation workflows to identify root causes and recommend effective solutions
- Handling customer cases through ticketing systems, live chat, and remote sessions, ensuring timely and accurate responses
- Collaborating with internal teams to escalate and resolve complex technical problems
- Maintaining high customer satisfaction through professional communication and ownership of each issue
- Documenting known issues, workarounds, and solutions in the knowledge base
- Participating in weekend or rotational shifts as part of 24x7 support coverage
Benefits
- Flexible work schedule / remote roles
- Unlimited Personal Time Off
- 12 holidays off per year
- 4 days volunteer time off per year
- Eligible for 4 company Achievement days off per year
- Variety of health care and well-being benefits
- Paid family/parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
