Technical Support Engineer

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. 

A moderately experienced resource who has spent some time building up competence with 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. Desires to be part of a superb team in a company that is recognized as an industry leader.

This role is required to focus on a set of specified products and strive to become an expert. Has the ability to manage multiple tasks and Support cases at any one time, adhering to the required metrics. Has excellent communication and interpersonal skills. Needs to be able 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, 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

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Preferred:

• 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

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