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
The Senior Technical Support Engineer is responsible for resolving the complex customer issues involving mission critical production environments, collaborating with team members, working to resolve escalations, and play a role in improving support processes. This role combines deep technical expertise, customer advocacy, operational excellence, and cross-functional collaboration to deliver exceptional customer outcomes.
Key Responsibilities
Technical Leadership
Own and lead complex technical investigations and customer escalations.
Partner closely with Engineering, Product Management, and other internal teams to drive timely issue resolution.
Develop towards being subject matter expert for assigned products and supporting technologies.
Participate in technical swarms, case reviews, and collaborative troubleshooting efforts.
Mitigate escalations through proactive customer engagement and technical leadership.
Develop deep expertise in FinOPs, cloud platforms, infrastructure technologies, and product integrations.
Customer Success
Understand customer business objectives and align technical recommendations to those outcomes.
Manage high-severity and high-impact customer cases.
Maintain excellent customer communication throughout the support lifecycle.
Adapt communication style appropriately for customers, executives, engineering teams, and support peers.
Participate in customer calls and remote technical sessions as a technical expert.
Drive successful outcomes while maintaining high customer satisfaction.
Knowledge Sharing and Mentorship
Create, review, and approve technical documentation and knowledge articles.
Deliver technical training sessions and contribute to internal enablement programs.
Identify knowledge gaps and proactively share expertise across the team.
Assist in developing and improving learning paths and technical training materials.
Operational Excellence
Demonstrate exemplary case ownership, documentation, and case hygiene.
Successfully manage multiple complex support cases simultaneously.
Ensure support processes and procedures are consistently followed.
Perform effective follow-the-sun handoffs and knowledge transfers.
Support operational agility by adjusting priorities as business needs evolve.
Help drive improvements to support workflows, tools, and processes.
Collaboration
Participate in support swarms and case reviews.
Seek help and assist teammates with technical challenges and case management.
Collaborate effectively across Support, Engineering, Product, Customer Success, and Operations teams.
Drive cross-functional initiatives that improve business outcomes and customer experience.
Identify opportunities for process improvement and advocate for positive change.
Required Qualifications
5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles.
Strong troubleshooting and root cause analysis skills.
Experience supporting distributed systems, SaaS platforms, or cloud-native applications.
Experience working directly with engineering teams during escalations and defect investigations.
Experience working with enterprise CRM and ticketing systems including Salesforce and Freshdesk.
Demonstrate enthusiasm to development within the role and the ability to grow in their career.
Exceptional English verbal and written communication skills.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
Expert-level experience with AWS, Azure, or Google Cloud Platform.
Kubernetes and container technologies.
Infrastructure automation and CI/CD concepts.
Networking, security, and systems administration experience.
FinOps, cloud cost optimization, or cloud operations experience.
Experience supporting Spot Ocean, Elastigroup, or similar cloud infrastructure platforms.
Relevant industry certifications (AWS, Azure, GCP, Kubernetes, FinOps).
Success Measures
A successful Technical Support Engineer:
Consistently delivers high-quality customer outcomes.
Frequently leads resolution of complex technical issues.
Demonstrates strong case ownership and documentation practices.
Serves as a trusted mentor and technical leader.
Proactively identifies and addresses knowledge gaps.
Contributes to support process improvements and operational effectiveness.
Meets or exceeds key support metrics, including customer satisfaction and responsiveness.
Drives collaboration across teams to improve customer experience and business results.
Referenced Technologies
AWS CloudWatch
Amazon EKS
Amazon ECS
Azure Portal
Azure Kubernetes Service (AKS)
Google Cloud Platform (GCP)
Google Kubernetes Engine (GKE)
Kubernetes
MySQL
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].
Skills Required
- 5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles
- Strong troubleshooting and root cause analysis skills
- Experience supporting distributed systems, SaaS platforms, or cloud-native applications
- Experience working directly with engineering teams during escalations and defect investigations
- Experience with enterprise CRM and ticketing systems, including Salesforce and Freshdesk
- Enthusiasm for development within the role and ability to grow professionally
- Exceptional English verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Expert-level experience with AWS, Azure, or Google Cloud Platform
- Experience with Kubernetes and container technologies
- Experience with infrastructure automation and CI/CD concepts
- Networking, security, and systems administration experience
- FinOps, cloud cost optimization, or cloud operations experience
- Experience supporting Spot Ocean, Elastigroup, or similar cloud infrastructure platforms
- Relevant AWS, Azure, GCP, Kubernetes, or FinOps certifications
Flexera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Flexera and has not been reviewed or approved by Flexera.
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Leave & Time Off Breadth — Time off policies are described as generous, with “unlimited” U.S. PTO, paid holidays, and flexibility that supports work–life balance. Usage experiences can vary by team, but the policy is consistently highlighted as a strength.
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Healthcare Strength — Health coverage is characterized as comprehensive, including medical, dental, vision, mental-health/EAP, and HSA/FSA options. This broad core lineup is consistently presented as a solid part of the package.
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Retirement Support — Retirement offerings include a 401(k) and an employee stock purchase plan, complemented by life and disability insurance. Charitable gift matching and other financial protections round out the support.
Flexera Insights
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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