Technical Support Engineer
Job Summary
Job Description
- Strong customer service and technical skills
- Provide technical support via chat, email, phone, screen-share
- Troubleshoot complex issues
- Create and maintain knowledge base articles
- Communicate with Product Management and Engineering
- Work aligned with global customer base
- Maintain product and industry knowledge
- Excellent verbal, written, and listening communication skills in English
- Handle multiple activities and prioritize based on SLAs
- Experience with at least one Cloud provider (AWS, GCP, Azure)
- AWS Cloud Practitioner or Azure Fundamentals certification
- Familiarity with Container technologies (Kubernetes)
8 skills required
Job Details
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. Withmore than 50,000 customersacross 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
You are a skilled professional with strong customer service and technical abilities, eager to apply your problem-solving and diagnostic skills. With prior experience in Technical Support, you bring fresh ideas and perspectives to the team. You are excited to join a leading company and contribute to its success.
In this role, you will focus on specified products, continuously learning to become an expert. You must manage multiple tasks and support cases, meeting required metrics and expectations. Excellent communication and interpersonal skills are essential for effective teamwork and collaboration. Your primary goal is to provide exceptional support to our B2B customers in cloud infrastructure and financial operations (FinOps).
Responsibilities:
- Provide exceptional technical support to customers and partners via chat, email, phone, and screen-share sessions
- Troubleshoot complex issues and provide timely resolution - issues may involve but are not limited to cloud environment services, API usage and errors, application performance, Cloud Cost Management, Security issues, Flexera SaaS application and/or configuration issues, and many more
- 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 and South America)
- Maintain product, platform, and industry knowledge necessary to offer outstanding technical support to customers
- Lead periodic internal team training as scheduled
- Participate in on-call weekend rotation, as needed
Requirements:
- Passionate customer orientation and dedication
- Strong analytical and problem-solving skills
- Possesses intellectual curiosity and eagerness to learn new technologies/skills
- Solid interpersonal skills: Excellent verbal, written, and listening communication skills in English; 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
- Manage time, goals, and priorities to improve and add value continuously
- Comfort in a fast-paced environment where team success is encouraged
- Experience with at least one Cloud provided (AWS, GCP, Azure)
Preferred:
- AWS Cloud Practitioner or Azure Fundamentals certification
- Familiarity with Container technologies (Kubernetes)
Education:
- Bachelor’s degree in computer science, information technology or related field
#LI-Hybrid
#LI-PS1
#LI-TechnicalSupport
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.
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