Technical Support Engineer

About Flexera

We e transforming the software industry. We e Flexera. With more than 50,000 customers across the world, we e achieving that goal. But we know we can 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 e 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.

About the Role

We are seeking a moderately experienced Technical Support Engineer who has spent time building competence with customer service, alongside strong technical skills. You will relish the opportunity to blend these skills with problem-solving and diagnostic capabilities. If you have worked in Technical Support previously and can bring new ideas and perspectives to the role and our team, we want to hear from you. You will desire to be part of a superb team in a company that is recognized as an industry leader.

This role requires you to focus on a set of specified products and strive to become an expert. You will have the ability to manage multiple tasks and support cases simultaneously, adhering to required metrics. Excellent communication and interpersonal skills are essential, as is the ability to work in a team and collaborate with colleagues.

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, and 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, 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.
• 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 Qualifications

• Experience with IIS, Browser/Dev Tools, API, and REST calls.
• 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.

Equal Opportunity Employer Statement

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.

Key skills/competency

• Technical Support
• Customer Service
• Problem Solving
• Troubleshooting
• SQL
• Windows
• Linux
• Networking
• Scripting
• Communication