The Technical Support Engineer role sits within Automation Anywhere’s global Customer Support organization, supporting enterprise users of AI-powered automation products through troubleshooting, technical guidance, and case ownership.
Role Overview
As a Technical Support Engineer, you will investigate and resolve complex technical issues for Automation Anywhere customers. The position focuses on diagnosing both cloud and on-prem environments, analyzing logs and automation workflows, and delivering timely, accurate responses that maintain strong customer satisfaction. You will also document known issues, workarounds, and solutions in the knowledge base.
Key Responsibilities
- Provide technical support for Automation Anywhere products, including A360, Bot Agent, Control Room, and related components
- Diagnose and troubleshoot application, infrastructure, and configuration issues across cloud and on-prem environments
- Analyze logs, scripts, and automation workflows to identify root causes and recommend effective solutions
- Handle customer cases using ticketing systems, live chat, and remote sessions to ensure timely and accurate responses
- Collaborate with internal teams to escalate and resolve complex technical problems
- Maintain high customer satisfaction through professional communication and ownership of each issue
- Document known issues, workarounds, and solutions in the knowledge base
- Participate in weekend or rotational shifts as part of 24x7 support coverage
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 2+ years of experience in technical support, application support, or software troubleshooting
- Willingness and ability to work Pacific Time hours on a regular basis regardless of 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)
Tools and Technologies
You will work with A360, Bot Agent, Control Room, SQL Server, MySQL, Oracle, AWS, Azure, GCP, and APIs.
Reporting Line
This role reports to the Sr. Manager, Technical Support.
Work Location and Coverage Hours
This is a remote role in the Texas region, with Pacific, Mountain, or Central Time Zones preferred. The role requires working Pacific Time Zone hours.
Compensation
The annual salary range is USD 70,000 - 85,000.
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
- Designated “Best Place to Work” for 2 years in a row
- Newsweek’s Top 100 Most Loved Workplaces in America 2023
