Senior Technical Support Engineer
4d ago
source : Shine
  • Create and update support cases / service requests
  • Provide support assistance on specific Flexera Software products
  • Provide assistance on medium to high level complexity support inquiries
  • Provide timely responses and regular updates on support cases
  • When the case is unable to be solved within the specified guidelines, pass the case on to the
  • Engineering team for further investigation
  • Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
  • Properly document support inquiries into the CRM system
  • Proactively keep management informed of critical customer issues / concerns
  • Other related duties as assigned
  • Required Experience & Skills :

  • Bachelor degree in a technical related field or equivalent work experience
  • 4-6yrs years experience providing technical support for Windows, Linux, and other UNIX operating systems and related software
  • Strong customer orientation and dedication
  • Good communication and interpersonal skills (works well individually and as part of team)
  • Fluent in verbal and written English
  • Ability to manage multiple tasks
  • Enjoys problem solving and approaches them analytically and methodically
  • Eagerness to learn new technologies / skills
  • The ability to replicate a customer issue in-house regardless of OS
  • Desired :

  • Technical Support experience a plus
  • Experience working in a SaaS environment
  • Understanding of Flexera products
  • Familiarity with developer software tools
  • Good Windows administration skills
  • Salesforce Experience
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