Technical Support Engineer

About Revenera

Revenera helps product executives build better products, accelerate time to value and monetize what matters. Revenera’s leading solutions help software and technology companies drive top line revenue with modern software monetization, understand usage and compliance with software usage analytics, empower the use of open source with software composition analysis and deliver an excellent user experience—for embedded, on premises, cloud, and SaaS products. 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. This 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 are Flexera. With more than 50,000 customers worldwide, 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 Gartner, Forrester, and IDC consistently recognize us as a category leader in the marketplace.

About the role

As a Technical Support Engineer at our SaaS company, your primary focus will be to ensure our B2B customers receive exceptional support for cloud infrastructure and financial operations (FinOps). Specifically, you will assist our Ocean & Elastigroup customers. Both solutions integrate with our Flexera One platform for unified cost optimization. Ocean is ideal for organizations running cloud-native, containerized applications that want to simplify operations and maximize savings without sacrificing reliability. Elastigroup is an IaaS optimization platform designed for VM-based workloads (stateless or stateful) across AWS, Azure, and GCP. Our team is passionate about cloud computing and believes that world-class support is critical to customer success. You will be a key member of our global tech support team and act as a trusted advisor to technical end users, whereas this is not your typical support role. You will be speaking with DevOps and Cloud experts. You will be a moderately experienced resource with comfort building competence in customer service, alongside strong technical skills. Somebody who relishes the opportunity to blend those skills with problem-solving and diagnostic capabilities. Has worked in Technical Support previously and can bring new ideas and perspectives to the role and our team. Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of FinOps & Cloud technology. Be part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.

Responsibilities

• Provide exceptional technical support to customers and partners via chat, 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.
• Possess excellent communication and interpersonal skills. Excellent verbal, written, and listening communication skills in English. Applies an appropriate and effective communication strategy 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.
• Needs to be able to work well in a team setting and collaborate with colleagues. Thrives within a globally diverse team and across the organization to achieve goals. Puts the team's best interests ahead of self.
• Adapts and responds to the changing environment and creates opportunities for positive change. Works to understand and support others' needs.
• Comfort in a fast-paced environment where team success is encouraged.
• Experience with at least one Cloud provider (AWS, GCP, Azure).
• AWS Cloud Practitioner or Azure Fundamentals certifications preferred.
• Familiarity with Container technologies (Kubernetes) preferred.
• Bachelor’s degree in a technical area preferred (Engineering, Computer Science, IT, etc.)

Revenera 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. Regarding disability, we encourage candidates requiring accommodations to please let us know by emailing careers@flexera.com.

Key skills/competency

• Technical Support
• Cloud Infrastructure
• FinOps
• B2B Customer Support
• Problem-Solving
• Troubleshooting
• Customer Service
• AWS
• GCP
• Azure