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
Position Overview:
Experienced support Leader responsible for overseeing a team of Technical Support Engineers and Managers ensuring team, customer, and operational success. Responsible for team/management direction and ensuring work aligns with Flexera's business goals. Will drive focus on accuracy, timely feedback, and customer satisfaction by coordinating efforts of different teams and using influence to expedite critical/escalated cases. Develops a broad understanding of customer needs and understand expectations from enterprise-level customers. Drives the knowledge-sharing mindset, methodologies, and tools. Develops Technical Support processes, ensures proper documenting and recording of all activities and communication.
Responsibilities:
Manage a team of technical support engineers and/or managers to provide proactive and reactive support to customers.
Coach, develop, and inspire team members on their personal and professional development plan.
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together; empowering the team to perform at their highest level.
Collaborate and communicate with cross-functional teams including Product, Engineering, and Customer Success Management to ensure alignment.
Ensure clarity around priorities and goals for the support department.
Staff Recruitment and on-boarding.
Strong verbal and written communication skills with the ability to articulate complex ideas into easy-to-understand business terms to senior leaders and lead meetings and communicate the course of action.
Work with senior management and other peers for strategy development and execution planning
Recognize and identify opportunities for continuous improvement and proactively propose and implement these solutions.
Assign critical and escalated issues to appropriate resources.
Analyze situations and determine resources needed to solve them.
Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT scores and comments. Implement corrective actions where needed.
Ensure ongoing training for tech support staff, advise tech support staff on career planning.
Collaborate with other support leaders across three regions (EMEA, NAM, and APAC) to maintain a follow the sun support model for Flexera One and Gold level customers.
Create and maintain all documentation and procedures relating to Support.
Attract diverse talent and cultivate an inclusive environment.
Complete performance reviews and goal setting exercises within company deadlines
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 [email protected].
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What We Do
Flexera delivers SaaS-based IT management solutions that enable enterprises to accelerate digital transformation and multiply the value of their technology investments. We help organizations inform their IT with definitive visibility into complex hybrid IT ecosystems, providing unparalleled IT insights that allow them to seize technology opportunities. And we help them transform their IT with tools that deliver actionable intelligence across an ever-increasing range of dimensions to effectively manage, govern and optimize their hybrid IT estate.
More than 50,000 customers subscribe to our technology value optimization solutions, delivered by 1,300+ passionate team members worldwide. To learn more, visit flexera.com
Why Work With Us
People work here for, well, the people. People stay for the camaraderie with smart, passionate teams who actually like working together and managers who support them. We also offer competitive benefits, hybrid working and unlimited time off.
Our inclusivity scores are in the top benchmark and we are consistently rated a “great place to work.”
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