Senior Technical Support Engineer

Flexera is seeking a customer-facing professional with a love of problem-solving to join their Technical Support Department.

Responsibilities:

Verify support agreements
Create and update support cases/service requests
Provide support assistance on specific Flexera Software products
Accept service requests which were not resolvable by the 1st tier team
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
Provide assistance to other team members
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
Experience providing technical support for Windows, Linux, and other UNIX operating systems and related software
Experience of programming languages, especially C/C++
Experience of troubleshooting TCP/IP issues
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