Senior Technical Support Engineer at Flexera

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Prior ServiceNow IT Service Management Platform experience. Strong familiarity with ServiceNow’s configuration management database (CMDB), ServiceNow Discovery, ServiceNow SAM/SAMPro
Passionate customer orientation and dedication
Strong analytical and problem-solving skills. Possesses intellectual curiosity. Eagerness to learn new technologies/skills
Solid interpersonal skills. Excellent verbal, written, and listening communication skills with English. Applies a communication strategy that is appropriate and effective for the situation, or context and target audience. Successfully conveys and receives intended messages while maintaining relationships
Ability to handle multiple activities and prioritize activities based on customer Service Level Agreements (SLAs), while maintaining a sense of urgency to provide a positive customer experience
Creates and pursues goals that contribute to company success, holds self and others accountable to deliver results
Adapts and responds to the changing environment and to create opportunities for positive change. Works to understand and support the needs of others
Works collaboratively within diverse teams and across the organization to achieve goals. Includes the desire and ability to understand and respond effectively to other people with diverse views. Puts best interest of team ahead of self
Takes responsibility for individual, team, organizational and customer success. Manages time, goals, and priorities to continuously improve and add value
Basic programming and scripting knowledge e.g., PowerShell
Experience with Windows and Unix/Linux operating systems, Oracle and MS SQL Server databases, SQL queries, and networking
Experience with IIS, Browser/Dev Tools, API, and REST calls
Experience with Database skills – writing SQL queries
Understanding of Authentication technology and services (OAuth, SSO, IDPs, SAML)
Preferred: Experience working with Salesforce CRM system

Responsibilities

Provide exceptional technical support to customers, partners, and field engineers via email, phone, and screen-shares
Respond with professional updates to customers within agreed Service Level Agreements (SLAs)
Troubleshoot and resolve customer issues in a timely manner
Create, publish, maintain articles for Flexera’s Knowledge Base
Communicate effectively with Product Management and Engineering regarding defects and enhancement requests
Work hours that align with Flexera’s global customer base (APAC, EMEA, North America)

Skills

Key technologies and capabilities for this role

TroubleshootingTechnical SupportCustomer ServiceProblem SolvingKnowledge BaseSLA ComplianceScreen SharingDefect ReportingCustomer CommunicationTeam Collaboration

Questions & Answers

Common questions about this position

What is the salary for this Senior Technical Support Engineer position?

This information is not specified in the job description.

Is this role remote or does it require working from an office?

This information is not specified in the job description.

What technical skills are required for this position?

Prior experience with ServiceNow IT Service Management Platform is required, including strong familiarity with ServiceNow’s configuration management database (CMDB), ServiceNow Discovery, and ServiceNow SAM/SAMPro.

What are the key soft skills needed for this role?

Strong analytical and problem-solving skills, excellent verbal, written, and listening communication skills, solid interpersonal skills, and the ability to handle multiple activities while prioritizing based on SLAs are required.

What work hours are expected for this position?

Candidates must be able to work hours that align with Flexera’s global customer base across APAC, EMEA, and North America.

What makes a strong candidate for this Senior Technical Support Engineer role?

A strong candidate has prior ServiceNow experience, robust troubleshooting skills, excellent communication and interpersonal skills, passion for customer service, and the ability to manage multiple tasks while meeting SLAs.

What is the company culture like at Flexera?

Flexera emphasizes teamwork, collaboration on issues with colleagues, being part of a superb team, and working in a company recognized as an industry leader with ambitious growth plans.

Flexera

IT management and software optimization solutions

About Flexera

Flexera provides IT management software and optimization solutions that help businesses control their software and IT costs. Its products enable organizations to manage their technology investments more efficiently, particularly during digital transformation efforts. Flexera's main offerings include IT asset management (ITAM) and software asset management (SAM) tools, which allow clients to track and optimize software usage. Additionally, the company offers cloud management solutions to help businesses manage their cloud resources effectively. Flexera differentiates itself from competitors through its Technology Value Optimization (TVO) approach, which focuses on maximizing the business value from technology expenditures. The company's goal is to help clients achieve a return on investment (ROI) from their technology spending, ensuring that every dollar spent contributes to growth and efficiency.

Itasca, IllinoisHeadquarters

2008Year Founded

$81.4MTotal Funding

BUYOUTCompany Stage

Enterprise SoftwareIndustries

1,001-5,000Employees

Risks

Integration of Snow Software may disrupt services if not managed well.

Rising SBOM demand may strain Flexera's resources and compliance efforts.

Rapid cloud tech evolution could lead to outdated Flexera offerings.

Differentiation

Flexera's Technology Value Optimization maximizes business value from technology investments.

Acquisition of Snow Software enhances Flexera's hybrid IT management capabilities.

Flexera's SBOM management addresses rising cybersecurity threats and regulatory requirements.

Upsides

Recognition as a leader in Cloud Cost Management boosts Flexera's market credibility.

Flexera One FinOps tool optimizes costs and improves IT-finance collaboration.

Technology Intelligence Platform bridges ITAM and FinOps for hybrid IT challenges.

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