Solutions Technical Support Engineer

Key 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
• 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.
• 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..

Proficiency in SQL query handling and troubleshooting.

Desirable Skills

• Working knowledge of Linux OS and basic command-line usage.
• Experience with Software Asset Management (SAM).
• Microsoft 365 configuration and administration experience.
• 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.
• Experience with Microsoft Internet Information Services (IIS).
• 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 [email protected].

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