Associate Technical Support Engineer

at Flexera Software in Itasca, Illinois, United States

Job Description

Revenera helps product executives build better products, accelerate time to value and monetize what matters. Revenera's leading solutions help software and technology companies drive top line revenue with modern software monetization, understand usage and compliance with software usage analytics, empower the use of open source with software composition analysis and deliver an excellent user experience-for embedded, on premises, cloud, and SaaS products.

Revenera is seeking a customer service professional with a love of problem-solving to join their Technical Support Department.

If you have exposure to coding, academic or self-taught, and customer service experience - this role is a logical step in your career.

Responsibilities:
Verify support agreements
Create and update support cases/service requests
Provide support assistance on specific Revenera Software products
Accept service requests which were not resolvable by the 1st tier team
Replicate customer issues in-house, regardless of OS
Own and resolve support inquiries of medium to high level complexity
Provide timely responses and regular updates on support cases
Transition issues to the Engineering team for further investigation when the case is unable to be solved within the specified guidelines
Contribute to the knowledge base and actively use the existing documents in the resolution of support cases
Properly document support inquiries using the CRM system
Provide mentorship and training to Technical Support Engineers as needed
Proactively keep management informed of critical customer issues/concerns

Required Experience & Skills:
Bachelor's 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
Basic programming and scripting knowledge in one or more languages including C++, C#, Java, and Powershell
Strong customer orientation and dedication
Good communication and interpersonal skills (works well individually and as part of team)
Fluent in verbal and written English
Ability to manage multiple tasks
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
Familiarity with developer software tools
Windows administration skills

Desired:
Technical Support experience a plus
Experience working in a SaaS environment
Understanding of Revenera products
Salesforce Experience
Experience working with SOAP and REST APIs
#LI-Hybrid#LI-DL1#TechnicalSupport

Revenera 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. Regarding disability, we encourage candidates requiring accommodations to please let us know by emailing.

Equal Opportunity. Flexera Software agrees that it does not and will not discriminate against any employee or applicant for employment because of race, color, religion, age, sex, handicap, national origin, or sexual orientation.