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