Senior Technical Support Engineer

Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint™ in hybrid environments—from on-premises to SaaS to containers to cloud.

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace.

Flexera delivers Technology Value Optimization solutions that enable some of the largest companies in the world to inform their IT so they can transform their IT. From on-prem to the cloud, companies can get the IT asset data needed to rightsize, reallocate spend, reduce risk and maximize ROI.

An experienced resource who has spent some time building up their Customer Service skills, alongside excellent technical skills in support roles. Has robust troubleshooting skills and can effectively solve problems in specific products and quickly aims to become an expert in such products. Can manage multiple tasks; typically, many Support Cases at any one time while adhering to the required metrics. Has excellent communication and interpersonal skills. Needs to be able to work in a team and collaborate on issues with colleagues. Can quickly step in and diffuse/prevent escalated situations. Desires to be part of a superb team in a company that is recognized as an industry leader.

Responsibilities:

Resolve customers reported technical issues with our products – Software Vulnerability Manager and AdminStudio products via ticketing systems, remote sessions, phone and e-mail in a timely, courteous and professional manner within agreed SLAs.

• Research, diagnose, reproduce, and log reported defects, working with engineering and other support team members to provide time-sensitive resolutions.
• Understand, document, and explain application functionality to customers.
• Advocate on the customer's behalf, guiding support tickets through the escalation process taking ownership of escalated issues and working with key stakeholders until resolution.
• Document technical resolutions for publishing in the Support knowledge base/FAQ
• Assist Flexera customers in setting up and implementing their solutions
• Train Flexera customers on how to configure and implement Flexera solutions
• Contribute to the Knowledge Base and use the existing KBs towards case resolution.
• Help identify and track application bugs and enhancement requests
• Identify and suggest process improvements
• Provide assistance to other team members
• Participate in daily Support Swarming meetings.

Required skills:

• Previous experience in providing Product based Support. At least 3-5 years.

• Advanced knowledge of Windows Operating Systems, including both desktop and server.

• Experience with Microsoft WSUS, SCCM, Intune or other software deployment and repackaging in an enterprise environment.

• Experience with Active Directory, Azure AD, Group Policies & Security Certificates e.g. SSL

• Experience and comfortable with Linux based system e.g. RHEL, Cent OS and Ubuntu (LAMP Bases Systems).

• Basic programming and scripting knowledge e.g. PowerShell and use of Rest APIs.

• Strong troubleshooting skills.

• Fluent in verbal and written English.

• Exceptional soft Skills to effectively communicate with customers and ability to handle escalations in a time-sensitive environment.

• Ability to replicate customer’s issues in-house.

Nice to have:

• General security knowledge or software vulnerability knowledge would be an advantage.
• Knowledge or experience of Microsoft Azure or AWS
• Application repackaging using AdminStudio or InstallShield.
• Knowledge of Apache, IIS, LDAP, MySQL, MS SQL and query languages.
• Programming Knowledge or experience in any language.
• Experience in Salesforce CRM, Jira and confluence.

Education:

Bachelor's degree in computer science or related experience.

Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.

Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.

We encourage candidates requiring accommodations to please let us know by emailing careers@flexera.com.