Senior Technical Support Specialist

7 days ago


Bengaluru, Karnataka, India Flexera Software India LLP Full time
Job Title: Senior Technical Support Engineer

Flexera is a pioneer in Hybrid ITAM and FinOps, providing award-winning, data-oriented SaaS solutions for technology value optimization (TVO). As a Senior Technical Support Engineer, you will be part of a team that helps customers achieve cost optimization, compliance, and risk management for their business services.

Responsibilities:
  • Provide technical support to customers, partners, and field engineers via email, phone, and screen-shares.
  • Respond to customer inquiries within agreed Service Level Agreements (SLAs).
  • Troubleshoot and resolve customer issues in a timely manner.
  • Contribute to the development of knowledge base articles and documentation.
  • Collaborate with Product Management and Engineering to identify and resolve defects and enhancement requests.
Requirements:
  • Experience with ServiceNow IT Service Management Platform, with a strong understanding of configuration management database (CMDB), ServiceNow Discovery, and ServiceNow SAM/SAMPro.
  • Excellent analytical and problem-solving skills, with a passion for customer orientation and dedication.
  • Strong communication and interpersonal skills, with the ability to work effectively in a team environment.
  • Ability to handle multiple activities and prioritize tasks based on customer SLAs, while maintaining a sense of urgency to provide a positive customer experience.
  • Basic programming and scripting knowledge, with experience in Windows and Unix/Linux operating systems, Oracle and MS SQL Server databases, SQL queries, and networking.
Preferred:
  • Experience working with Salesforce CRM system and JIRA and Confluence.
Education:
  • Bachelor's degree in computer science, information technology, or related field.

Flexera is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applicants from diverse backgrounds and encourage candidates to apply.



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