Technical Support Engineer

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.  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. 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

• Maintain product, platform, and industry knowledge necessary to offer outstanding technical support to customers

• Lead periodic internal team training as scheduled

Requirements: 

• At least 2 years of experience as Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS 

• 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