Senior Technical Support Engineer

Flexera Software   •  

Itasca, IL

Not Specified years

Posted 178 days ago

This job is no longer available.

Flexera Technical Support is the point of contact for all customers requiring technical support while using Flexera SVM commercial products.   Support also works closely with and collaborates with our Sales, Development, and Research departments in order to provide continuous feedback towards product improvement. Training provided.  Must enjoy working with customers to solve various technical scenarios.

Responsibilities:

  • Providing support to all customers needing technical support while using Flexera SVM enterprise products
  • Assisting customers on their initial setup and training them on their implementation
  • Documenting all Support Cases and Setups according the documentation process
  • Working with the team manager to ensure that service levels are met
  • Providing mentorship and training for Technical Support Engineers as needed
  • Handling major or escalated cases
  • Working with the team manager to track and manage support/feature requests
  • Creating and maintaining complex demo and test environments
  • Working with the team manager to document and maintain knowledge articles
  • Comfortable with using remote meeting and desktop sharing software to facilitate online meetings and support sessions.
  • Performing webinars and technical demos as needed
  • Assisting sales representatives with technical information as needed
  • Other related duties as assigned

Minimum Requirements: 

  • Advanced knowledge of Windows Operating systems, including both desktop and server
  • Experience with WSUS, SCCM, or software deployment and management in enterprise environments
  • Extensive experience with Active Directory, Group Policy & Certificates/SSL
  • Extensive customer service experience
  • Experience and comfortable with Linux and command line environments
  • Basic Mac knowledge
  • Basic programming and scripting knowledge including PowerShell and JS

Preferred Requirements:            

  • Experience using Salesforce CRM Software
  • Experience using Jira Project Management and Bug Tracking software
  • Basic understanding of Cloud Computing and hosted solutions
  • Giving constructive product feedback to Sales, Development and Research
  • Effective time management skills
  • Ability to hit deadlines or escalate appropriately
  • Proactive and problem solving work approach
  • Team player with a consistently positive attitude
  • Outstanding communications skills
  • MCSA Certification
  • Security+ Certification

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