Manager - ITAM/ FNMS

As a Technical Support leader at Flexera, you will manage a diverse team of technical support engineers, ensuring exceptional support for B2B customers using Flexera One ITAM and FlexNet Manager Suite products. You will lead, mentor, and develop your team, oversee complex technical issue resolution, analyze support metrics for continuous improvement, and collaborate with internal stakeholders to deliver outstanding solutions in Hybrid ITAM and FinOps technology.

Must Have

• Lead, mentor, and develop a team of 5-10 technical support engineers.
• Oversee the resolution of complex technical issues for customers and partners.
• Follow up with customers to gauge satisfaction and identify problem areas.
• Track and analyze support metrics to evaluate team performance.
• Provide ongoing training and development opportunities for team members.
• Lead innovation, incorporating AI solutions and refining support processes.
• Work closely with product management and engineering.
• Handle escalated customer issues with professionalism and urgency.
• Ensure support documentation is accurate and up to date.
• Build strong relationships with key clients.
• Contribute to the strategic direction of the overall support team.
• Passionate customer orientation and dedication.
• At least 2 years of experience as Technical Support (2nd tier) in global B2B-focused SaaS.
• 2-5 years' experience as a Team Leader, managing people and operations.
• Solid written, verbal, interpersonal communication, and customer service skills.
• Aptitude for learning new technologies.
• Familiarity with Windows, Unix/Linux, Oracle, Microsoft SQL Server, SQL queries, networking, and communications protocols.
• Basic programming and scripting knowledge (e.g., PowerShell).
• Experience with IIS, browser dev tools, and APIs.

Good to Have

• Bachelor’s degree in a technical area (Engineering, Computer Science, IT/Information Systems, etc.)

Who are we?

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 leader, you will play a pivotal role in managing a diverse team of technical support engineers. Your primary focus will be to ensure your team delivers exceptional technical support to our B2B customers using Flexera One ITAM and FlexNet Manager Suite products.

You will lead and mentor team members, fostering their professional growth while maintaining high standards of service delivery. Your ability to coordinate effectively across different skill sets will enhance team collaboration and improve overall response times.

In this role, your team will oversee complex technical issues, ensuring they are resolved efficiently and effectively. You will also analyze support metrics to identify trends, drive continuous improvement, and implement best practices within the team. Your strong communication skills will be essential as you liaise with customers and internal stakeholders to ensure alignment and satisfaction.

Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of Hybrid ITAM and FinOps technology. Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.

Responsibilities:

• Team Management: Lead, mentor, and develop a team of 5-10 technical support engineers across various experience levels and geographies, fostering a collaborative and supportive work environment. Recruit and retain diverse talent, and cultivate an inclusive environment.
• Customer Support: Oversee the resolution of complex technical issues for customers and partners, ensuring timely and effective responses.
• Customer Satisfaction: Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT survey scores and customer feedback. Handle CTAs (Calls to Action) and implement corrective actions where needed.
• Performance Monitoring: Track and analyze support metrics to evaluate team performance & goal attainment, identify trends, and implement strategies for continuous improvement. Complete performance reviews and goal-setting exercises within company deadlines.
• Training and Development: Provide ongoing training and development opportunities for team members to enhance their technical skills, customer service capabilities, and career progression.
• Innovation: Lead from the front as we incorporate exciting AI solutions into our working methods. Develop and refine support processes and best practices to enhance operational efficiency and service quality.
• Cross-Functional Collaboration: Work closely with other departments, such as product management and engineering, to deliver required custom outcomes, action customer feedback, and contribute to service improvements.
• Escalation Management: Handle escalated customer issues with professionalism and urgency, ensuring customer satisfaction and resolution.
• Documentation: Ensure that all support documentation, including knowledge base articles and troubleshooting guides, is accurate and up to date.
• Customer Relationship Management: Build strong relationships with key clients, understand their needs, and provide tailored support solutions.
• Strategic Planning: Contribute to the strategic direction of the overall support team, aligning goals with company objectives and customer needs. Lead and participate in management-specific initiatives to improve the customer experience and employee engagement.

Requirements:

• Passionate customer orientation and dedication.
• At least 2 years of experience as Technical Support (2nd tier) or similar, preferably in a global B2B-focused SaaS.
• 2-5 years' experience as a Team Leader, managing people and operations.
• Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.
• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. Ability to follow standard engineering principles and practices. Creative approach to problem-solving.
• Willingness to go the extra mile to get the job done within SLAs and customer commitments.
• Comfort in a fast-paced environment where team success is encouraged.
• Innovative mindset and enthusiasm for process improvement.
• Strong understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Familiarity with technical skills and expertise that your team will leverage, including:
• Windows and Unix/Linux operating systems, Oracle and Microsoft SQL Server databases, SQL queries, and networking and communications protocols.
• Basic programming and scripting knowledge – for example, PowerShell.
• Experience with IIS, browser dev tools, and APIs.
• Bachelor’s degree in a technical area preferred (Engineering, Computer Science, IT/Information Systems, etc.).