Technical Support Engineer

Flexera saves customers billions of dollars in wasted technology spend A pioneer in Hybrid ITAM and FinOps Flexera provides award-winning data-oriented SaaS solutions for technology value optimization TVO enabling IT finance procurement and cloud teams to gain deep insights into cost optimization compliance and risks for each business service Flexera One solutions are built on a set of definitive customer supplier and industry data powered by our Technology Intelligence Platform that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environments from on-premises to SaaS to containers to cloud Were transforming the software industry Were Flexera With more than 50 000 customers across the world were achieving that goal But we know we cant do any of that without our team Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans Come and see why were consistently recognized by Gartner Forrester and IDC as a category leader in the marketplace Learn more at flexera comob DescriptionDo you have a passion for problem solvingDo you possess excellent customer service skillsDo you thrive in a fast paced changing environmentDo you want to be part of an innovative world class leading companyThen we need enthusiastic people to join our growing team of technical support professionals in our Cheshire office We are a company that believes in challenging the status quo of the software industry and in making our customers successful in everything we do The candidate will be responsible for providing support to our Software Composition Analysis products via phone email and web Strong problem solving skills and understanding of complex concepts are required to successfully troubleshoot and solve the customers issues in a timely manner Providing outstanding customer satisfaction is a key element to this role The candidate should also have a technical aptitude and desire to expand their technical knowledge Responsibilities Respond to customers experiencing technical issues via phone and e-mail in a timely courteous and professional manner within agreed SLAs Analyze logs research diagnose reproduce and report defects working with engineering and other support team members to provide time-sensitive resolutions Understand document and explain application functionality to customers Advocate on the customer s behalf guiding support tickets through escalation process and take ownership of escalated issues and work with key stake holder until resolution Document technical resolutions for publishing in the Support knowledge base FAQAssist Flexera customers in setting up and implementing their solutionsTrain Flexera customers in how to configure and implement Flexera solutionsContribute to the Knowledge Base and use the existing KBs towards case resolution Help identify and track application bugs and enhancement requestsIdentify and suggest process improvementsProvide assistance to other team membersParticipate in Support Swarming meetings Required skills Experience or Knowledge of Windows Operating Systems including both desktop and serverBasic programming and scripting knowledge e g PowerShell and use of REST APIs Fluent in verbal and written EnglishExceptional soft Skills to effectively communicate with customers and ability to handle escalations in a time sensitive environment Ability to replicate customers issue in-house Ability to quickly learn new technologies Nice to have General security knowledge or software vulnerability knowledge would be an advantage General software licensing knowledge Experience or knowledge of Linux based system e g RHEL 7 Cent OS and Ubuntu Knowledge of Apache LDAP SSO MySQL MS SQL and query languages Programming Knowledge or experience in any language e g Java PythonExperience with Active Directory Group Policies Security Certificates e g SSLKnowledge of networking concepts such as proxy load balancer ports firewallExperience with ecosystems and package managers such as Git Maven Gradle NuGet NPM PyPI RPMExperience or knowledge of Container Platforms such as Docker KubernetesKnowledge of AWS IAMEducation Bachelors Degree in Computer Science or related experience Responsibilities List three key areas of responsibility details on specific activitiesCustomer Service Customer Success Provide Effective phone and email Support to the customers Handle Customer Escalation Successfully complete customer escalations SCA Product Knowledge Have a good understanding of Code Insight and its key components Maintain a working SCA environment to troubleshoot customer issues Document product defects effectively and enhancement requests Flexera is proud to be an equal opportunity employer Qualified applicants will be considered for open roles regardless of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex including pregnancy sexual orientation or any other characteristic protected by local national laws policies and or regulations Flexera understands the value that results from employing a diverse equitable and inclusive workforce We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort Our DEI Diversity Equity and Inclusion council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all We encourage candidates requiring accommodations to please let us know by emailing