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
ob Description
Do you have a passion for problem solving?
Do you possess excellent customer service skills?
Do you thrive in a fast paced changing environment?
Do you want to be part of an innovative, world class leading company?
Then we need enthusiastic people to join our growing team of technical support professionals in our Cheshire office.
We are a company that believes in challenging the status quo of the software industry and in making our customers successful in everything we do.
The candidate will be responsible for providing support to our Software Composition Analysis products via phone, email and web. Strong problem solving skills and understanding of complex concepts are required to successfully troubleshoot and solve the customers’ issues in a timely manner. Providing outstanding customer satisfaction is a key element to this role. The candidate should also have a technical aptitude and desire to expand their technical knowledge.
Responsibilities:
Respond to customers experiencing technical issues via phone and e-mail in a timely, courteous and professional manner within agreed SLAs.
Analyze logs, research, diagnose, reproduce, and report defects, working with engineering and other support team members to provide time-sensitive resolutions.
Understand, document, and explain application functionality to customers.
Advocate on the customer's behalf, guiding support tickets through escalation process and take ownership of escalated issues and work with key stake holder until resolution.
Document technical resolutions for publishing in the Support knowledge base/FAQ
Assist Flexera customers in setting up and implementing their solutions
Train Flexera customers in how to configure and implement Flexera solutions
Contribute to the Knowledge Base and use the existing KBs towards case resolution.
Help identify and track application bugs and enhancement requests
Identify and suggest process improvements
Provide assistance to other team members
Participate in Support Swarming meetings.
Required skills:
Experience or Knowledge of Windows Operating Systems, including both desktop and server
Basic programming and scripting knowledge e.g. PowerShell and use of REST APIs.
Fluent in verbal and written English
Exceptional soft Skills to effectively communicate with customers and ability to handle escalations in a time sensitive environment.
Ability to replicate customer’s issue in-house.
Ability to quickly learn new technologies.
Nice to have:
General security knowledge or software vulnerability knowledge would be an advantage.
General software licensing knowledge.
Experience or knowledge of Linux based system e.g. RHEL 7, Cent OS and Ubuntu.
Knowledge of Apache, LDAP, SSO, MySQL, MS SQL and query languages.
Programming Knowledge or experience in any language e.g. Java, Python
Experience with Active Directory, Group Policies & Security Certificates e.g. SSL
Knowledge of networking concepts such as: proxy, load balancer, ports, firewall
Experience with ecosystems and package managers such as: Git, Maven, Gradle, NuGet, NPM, PyPI, RPM
Experience or knowledge of Container Platforms such as: Docker, Kubernetes
Knowledge of AWS, IAM
Education:
Bachelor’s Degree in Computer Science or related experience.
Responsibilities: List three key areas of responsibility, details on specific activities
Customer Service\Customer Success: Provide Effective phone and email Support to the customers.
Handle Customer Escalation: Successfully complete customer escalations.
SCA Product Knowledge: Have a good understanding of Code Insight and its key components. Maintain a working SCA environment to troubleshoot customer issues. Document product defects effectively and enhancement requests.
Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.
Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.
We encourage candidates requiring accommodations to please let us know by emailing careers@flexera.com.