Senior Technical Support Engineer

Flexera Software is seeking a customer service professional with a love of problem-solving to join their Technical Support department.
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.
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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