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

This Technical Support Engineer will focus on a set of specified products and strive to become an expert. The ideal candidate will have the ability to manage multiple tasks and support cases at any one time, adhering to the required metrics. Must possess excellent communication and interpersonal skills. Needs to be able to work in a team and collaborate with colleagues. We are looking for an individual who relishes the opportunity to blend those skills with problem-solving and diagnostic capabilities; desires to be part of a superb team in a company that is recognized as an industry leader.

Responsibilities:

• Provide exceptional technical support to customers and partners via email, phone, and screen-shares.
• Respond with professional updates to customers via the support system within agreed Service Level Agreements (SLAs)
• Troubleshoot complex issues and provide timely resolution
• Create, maintain, publish articles for Flexera’s Knowledge Base
• Communicate effectively with Product Management and Engineering regarding defects and enhancement requests
• Able to work hours that align with Flexera’s global customer base (APAC, EMEA, North America)

Requirements:

• Passionate customer orientation and dedication
• Strong analytical and problem-solving skills.  Possesses intellectual curiosity. Eagerness to learn new technologies/skills
• Solid interpersonal skills. Excellent verbal, written, and listening communication skills with English. Applies a communication strategy that is appropriate and effective for the situation, or context and target audience. Successfully conveys and receives intended messages while maintaining relationships
• Ability to handle multiple activities and prioritize activities based on customer Service Level Agreements (SLAs), while maintaining a sense of urgency to provide a positive customer experience
• Creates and pursues goals that contribute to company success, holds self and others accountable to deliver results
• Adapts and responds to the changing environment and to create opportunities for positive change. Works to understand and support the needs of others
• Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts best interest of team ahead of self
• Takes responsibility for individual, team, organizational and customer success
• Manages time, goals, and priorities to continuously improve and add value
• Ability to handle multiple activities and prioritize activities based on customer Service Level Agreements (SLAs), while maintaining a sense of urgency to provide a positive customer experience
• Comfort in a fast-paced environment where team success is encouraged.
• Experience with Windows and Unix/Linux operating systems, Oracle and MS SQL Server databases, SQL queries, and networking
• Basic programming and scripting knowledge e.g., PowerShell

Preferred:

• Experience with Windows and Linux troubleshooting
• Experience with Database skills – writing SQL queries
• Understanding of Authentication technology and services (OAuth, SSO, IDPs, SAML)

Education:

• Bachelor’s degree in computer science, information technology or related field