Job Description

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 Blueprintxe2x84xa2 in hybrid environmentsxe2x80x94from on-premises to SaaS to containers to cloud.Wexe2x80x99re transforming the software industry. Wexe2x80x99re Flexera. With more than 50,000 customers across the world, wexe2x80x99re achieving that goal. But we know we canxe2x80x99t 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 wexe2x80x99re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.comDo 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 customersxe2x80x99 issues in a timely manner. Providing outstanding customer satisfaction is a key element of 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 the 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/FAQAssist Flexera customers in setting up and implementing their solutionsTrain Flexera customers on how to configure and implement Flexera solutionsContribute to the Knowledge Base and use the existing KBs towards case resolution.Help identify and track application bugs and enhancement requestsIdentify and suggest process improvementsProvide assistance to other team membersParticipate in Support Swarming meetings.Required skills:Experience or Knowledge of Windows Operating Systems, including both desktop and server.Experience or knowledge of Linux based system e.g. RHEL 7, Cent OS and Ubuntu. Knowledge of troubleshooting software running on Linux platforms.Basic programming and scripting knowledge e.g. PowerShell and use of REST APIs.Fluent in verbal and written EnglishExceptional soft skills to effectively communicate with customers and the ability to handle escalations in a time-sensitive environment.Ability to replicate customerxe2x80x99s issue in-house.Ability to quickly learn new technologies.Nice to have:General software licensing knowledge.Knowledge of Apache, LDAP, SSO, MySQL, MS SQL and query languages.Programming Knowledge or experience in any language e.g. Java, PythonExperience with Active Directory, Group Policies & Security Certificates e.g. SSLGeneral security knowledge or software vulnerability knowledge would be an advantageKnowledge of networking concepts such as: proxy, load balancer, ports, firewallExperience with ecosystems and package managers such as: Git, Maven, Gradle, NuGet, NPM, PyPI, RPMExperience or knowledge of Container Platforms such as: Docker, KubernetesKnowledge of AWS, IAMEducation:Bachelorxe2x80x99s Degree in Computer Science or related experience.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 .

Flexera