Solutions Technical Support Engineer

Flexera is expanding its global customer support organization and is looking for an experienced Application Support Specialist who is passionate about delivering high-quality customer support.

In this role, you will work within a regional support team to resolve technical issues and answer product-related questions for customers and partners across the globe. You will troubleshoot complex problems, collaborate with cross-functional teams, and ensure customers receive timely, accurate, and effective solutions while meeting defined service level targets.

This is a hands-on role with exposure to modern technologies, where no two days are the same and customer impact is visible and meaningful.

Responsibilities

• Provide high-quality technical support for Flexera and Snow product portfolios via chat, email, phone, and screen-sharing sessions.
• Diagnose, troubleshoot, and resolve complex issues within customer environments and internal lab setups, identifying root causes and delivering effective solutions.
• Collaborate with global support teams to share knowledge on products, known issues, troubleshooting techniques, and best practices.
• Manage and prioritize case workload efficiently, ensuring customers receive clear, regular updates and urgent issues are progressed in line with SLAs.
• Create, maintain, and publish accurate Knowledge Base articles to support faster resolution and proactive issue prevention.
• Communicate effectively with Product Management and Engineering teams regarding defects, product gaps, and enhancement requests, providing relevant technical insights.
• Contribute to the ongoing growth of the support organization by participating in internal meetings, training sessions, and knowledge-sharing initiatives.
• Maintain flexibility to support a global customer base across APAC, EMEA, and North America time zones as required.

Required Skills Competencies

• Strong customer focus with a clear commitment to delivering high-quality support.
• Excellent analytical and problem-solving skills, with intellectual curiosity and eagerness to learn new technologies.
• Clear and effective verbal, written, and listening communication skills in English, tailored to different audiences and situations.
• Ability to manage multiple tasks and prioritize effectively based on SLAs while maintaining urgency and quality.
• Strong team collaboration skills, thriving in a globally diverse environment and putting team success first.
• Adaptability to change and comfort working in a fast-paced, evolving environment.

Experience

• Minimum of 2 years of experience in a technical support role.
• Bachelor's degree in Computer Science or a related field.
• Prior experience in Application Support or Application Management.
• Good working knowledge of Microsoft technologies, including Microsoft 365.
• Experience creating, maintaining, and improving technical Knowledge Base content.

Core Technical Skills

• Operating Systems Administration - Hands-on experience with Windows, Linux, and Unix systems, including administration, configuration, and troubleshooting.
• Networking Secure Connectivity - Understanding of secure data communication, firewall rules, and port configurations.
• Database Management - Proficiency in SQL query handling and troubleshooting.
• Inventory Connector Management - Ability to deploy and manage inventory agents and connectors across diverse environments such as Windows, macOS, Linux, VMware, and Citrix.
• Cloud On-Prem Integration - Experience supporting hybrid environments, integrating cloud platforms with on-premise components.
• IT Infrastructure System Administration - Strong background in Windows Server, Active Directory, virtualisation technologies, operating systems, and networking.
• Application Support SQL Troubleshooting - Expertise in diagnosing application issues, error analysis, and performance optimisation.

Desirable Skills

• Linux OS
• Software Asset Management (SAM)
• Microsoft 365 configuration and administration
• Understanding of cloud technologies and AI experience supporting SaaS-based solutions
• Exposure to platforms such as ServiceNow, Salesforce, Adobe, Oracle, Google Workspace, or IBM BigFix
• Microsoft Internet Information Services (IIS)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.