Senior 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.

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t 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 we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

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

If you have exposure to coding, academic or self-taught, and customer service experience - this role is a logical step in your career.

Responsibilities:

• Verify support agreements
• Create and update support cases/service requests
• Provide support assistance on specific Revenera Software products
• Accept service requests which were not resolvable by the 1st tier team
• Replicate customer issues in-house, regardless of OS
• Own and resolve support inquiries of medium to high level complexity
• Provide timely responses and regular updates on support cases
• Transition issues to the Engineering team for further investigation when the case is unable to be solved within the specified guidelines
• Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
• Properly document support inquiries using the CRM system
• Provide mentorship and training to Technical Support Engineers as needed
• Proactively keep management informed of critical customer issues/concerns

Required Experience & Skills:

• Bachelor’s 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
• Basic programming and scripting knowledge in one or more languages including C++, C#, Java, and Powershell
• 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
• Familiarity with developer software tools
• Windows administration skills

Desired:

• Technical Support experience a plus
• Experience working in a SaaS environment
• Understanding of Revenera products
• Salesforce Experience
• Experience working with SOAP and REST APIs

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