Senior Technical Support Engineer

• 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 screen-shares.
• 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 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:

• Prior ServiceNow IT Service Management Platform experience. Strong familiarity with ServiceNow s configuration management database (CMDB), ServiceNow Discovery, ServiceNow SAM/SAMPro.
• 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.
• Basic programming and scripting knowledge eg, 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:

• Bachelor s degree in computer science, information technology or related field.