Technical Support Engineer

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 eg, PowerShell

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