Senior Technical Support Engineer

Were transforming the software industry. Were Flexera. Withmore than 50000 customersacross the world were achievingthat goal.Butwe knowwe cant do any of that without our team.Ready to help us reimagine the industry during a time of substantial growth and ambitious plans Come and see whywere consistently recognized by Gartner Forrester and IDCas a category leader in the marketplace.

An experienced resource who has spent some time building up their Customer Service skills alongside excellent technical skills in support roles. Has robust troubleshooting skills and can effectively problem solve. Required to focus on specified products and quickly aim to become expert in such products. Has the ability to manage multiple tasks; typically many Support Cases at any one time while adhering to the required metrics. Has excellent communication and interpersonal skills. Needs to be able to work in a team and collaborate on issues with colleagues. Can quickly step in and diffuse/prevent escalated situations. Desires to be part of a superb team in a company that is recognized as an industry leader.

Responsibilities:

• Provide exceptional technical support to customers partners and field engineers via email phone and screenshares.
• Respond with professional updates to customers within agreed Service Level Agreements (SLAs).
• Ability to troubleshoot and resolve customer issues in a timely manner.
• Create publish maintain articles for Flexeras Knowledge Base.
• Communicate effectively with Product Management and Engineering regarding defects and enhancement requests.
• Able to work hours that align with Flexeras global customer base (APAC EMEA North America).

Requirements:

• Prior ServiceNow IT Service Management Platform experience. Strong familiarity with ServiceNows configuration management database (CMDB) ServiceNow Discovery ServiceNow SAM/SAMPro.
• Passionate customer orientation and dedication.
• Strong analytical and problemsolving 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.
• Basic programming and scripting knowledge e.g. PowerShell.
• Experience with Windows and Unix/Linux operating systems Oracle and MS SQL Server databases SQL queries and networking.
• 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).

Preferred:

• Experience working with Salesforce CRM system.
• Experience with JIRA and Confluence.

Education:

• Bachelors degree in computer science information technology or related field.

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