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Technical Support Engineer
Skills
DatabasesNetworkingOperating SystemsService-Level AgreementsTechnical SupportTroubleshootingWindows Administration
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
- Strong customer orientation and dedication
- Good communication and interpersonal skills (works well individually and as part of team)
- 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
Nice to have
- Demonstrable and relevant Technical Support experience
- Experience working in a SaaS environment
- Experience with MS SQL Server databases and SQL queries
- Network troubleshooting experience
- Good Windows administration skills
- Salesforce Experience
Day to day
- Provide exceptional technical support to customers, partners, and field engineers via email, phone, and screen shares
- Respond with professional updates to customers via the support system within agreed SLAs
- Ability to troubleshoot and resolve customer issues in a timely manner
- Create and publish articles for Flexera’s Knowledge Base
- Communicate effectively with Product Management and Engineering regarding defects and enhancement requests
- Ability to work after-hours support when necessary