Senior Technical Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

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This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Flexera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2021-03

SaaS • Enterprise • Cloud Computing

Flexera is a global leader in technology asset management and optimization, providing solutions to manage and optimize IT environments across software, SaaS, hardware, and cloud infrastructures. With its comprehensive suite of products like Flexera One, the company helps organizations achieve IT visibility, manage SaaS spend, and implement FinOps strategies to optimize cloud costs. Flexera also offers tools for software license management, IT asset lifecycle management, and addressing security and regulatory risks. The company's Technology Intelligence Platform bridges IT asset management (ITAM) and financial operations (FinOps), enabling enterprises to drive business transformation, maximize resource usage, and ensure sustainable IT practices.

📋 Description

• Own and lead complex technical investigations and customer escalations • Partner with Engineering, Product Management, and internal teams to drive timely issue resolution • Develop subject matter expertise for assigned products and supporting technologies • Participate in technical swarms, case reviews, and collaborative troubleshooting • Mitigate escalations through proactive customer engagement and technical leadership • Develop expertise in FinOps, cloud platforms, infrastructure technologies, and product integrations • Understand customer business objectives and align technical recommendations to outcomes • Manage high-severity and high-impact customer cases • Maintain customer communication throughout the support lifecycle • Participate in customer calls and remote technical sessions as a technical expert • Create, review, and approve technical documentation and knowledge articles • Deliver technical training and contribute to internal enablement programs • Identify knowledge gaps and share expertise across the team • Manage multiple complex support cases simultaneously • Ensure support processes and procedures are followed • Perform follow-the-sun handoffs and knowledge transfers • Improve support workflows, tools, and processes • Collaborate across Support, Engineering, Product, Customer Success, and Operations • Drive cross-functional initiatives improving business outcomes and customer experience • Meet or exceed support metrics including customer satisfaction and responsiveness

🎯 Requirements

• 5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles • Strong troubleshooting and root cause analysis skills • Experience supporting distributed systems, SaaS platforms, or cloud-native applications • Experience working directly with engineering teams during escalations and defect investigations • Experience with enterprise CRM and ticketing systems including Salesforce and Freshdesk • Enthusiasm to develop within the role and ability to grow in their career • Exceptional English verbal and written communication skills • Ability to manage multiple priorities in a fast-paced environment • Preferred: Expert-level experience with AWS, Azure, or Google Cloud Platform • Preferred: Kubernetes and container technologies • Preferred: Infrastructure automation and CI/CD concepts • Preferred: Networking, security, and systems administration experience • Preferred: FinOps, cloud cost optimization, or cloud operations experience • Preferred: Experience supporting Spot Ocean, Elastigroup, or similar cloud infrastructure platforms • Preferred: Relevant industry certifications (AWS, Azure, GCP, Kubernetes, FinOps)

🏖️ Benefits

• Remote work arrangement • Equal opportunity employment • Accommodations available for candidates with disabilities