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

Technical Support Engineer

Job Description