Technical Support Engineer

Job Summary

As a Technical Support Engineer at our SaaS company, your primary focus will be to ensure our B2B customers receive exceptional support for cloud infrastructure and financial operations (FinOps). Specifically, you will assist our Ocean Elastigroup customers. Both solutions integrate with our Flexera One platform for unified cost optimization. Ocean is ideal for organizations running cloud-native, containerized applications that want to simplify operations and maximize savings without sacrificing reliability. Elastigroup is an IaaS optimization platform designed for VM-based workloads (stateless or stateful) across AWS, Azure, and GCP.

Our team is passionate about cloud computing and believes that world-class support is critical to customer success. You will be a key member of our global tech support team and act as a trusted advisor to technical end users, whereas this is not your typical support role. You will be speaking with DevOps and Cloud experts. You will be a moderately experienced resource with comfort building competence in customer service, alongside strong technical skills. Somebody who relishes the opportunity to blend those skills with problem-solving and diagnostic capabilities. Has worked in Technical Support previously and can bring new ideas and perspectives to the role and our team.

Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of FinOps Cloud technology. Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.

Responsibilities

• Provide exceptional technical support to customers and partners via chat, email, phone, and screen shares.
• Respond with professional updates to customers via the support system within agreed Service Level Agreements (SLAs).
• Troubleshoot complex issues and provide timely resolution.
• Create, maintain, and publish articles for Flexeras Knowledge Base.
• Communicate effectively with Product Management and Engineering regarding defects and enhancement requests.
• Able to work hours that align with Flexeras global customer base (APAC, EMEA, North America).

Requirements

• Passionate customer orientation and dedication.
• Strong analytical and problem-solving skills. Possesses intellectual curiosity. Eagerness to learn new technologies/skills.
• Possess excellent communication and interpersonal skills. Excellent verbal, written, and listening communication skills in English. Applies an appropriate and effective communication strategy for the situation, 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.
• Needs to be able to work well in a team setting and collaborate with colleagues. Thrives within a globally diverse team and across the organization to achieve goals. Puts the teams best interests ahead of self.
• Adapts and responds to the changing environment and creates opportunities for positive change. Works to understand and support others needs.
• Comfort in a fast-paced environment where team success is encouraged.
• Experience with at least one Cloud provider (AWS, GCP, Azure).
• AWS Cloud Practitioner or Azure Fundamentals certifications preferred.
• Familiarity with Container technologies (Kubernetes) preferred.
• Working with Deployment technologies such as Servicenow and Jamf
• Familiarity with Database database such as SQL language
• Highly motivated to stay current with industry trends and continuously learn new technologies.
• Bachelor s degree in a technical area preferred (Engineering, Computer Science, IT, etc.)

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.