Technical Support Engineer

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential. Our opportunity: 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. Who you’ll report to:  This role reports to the Sr. Manager, Technical Support Location:   Remote role – Pacific, Mountain, or Central Time Zones preferred; working Pacific Time Zone hours. You will make an impact by being responsible for: 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 You will be a great fit if you have:   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) You excel in these key competencies:   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