Senior Tech Support Engineer - Remote Cloud & FinOps Lead

Flexera; Itasca (IL); On-site; USD 110,000 - 150,000; Full time

Job summary

Flexera is seeking a Senior Technical Support Engineer to resolve complex issues in mission-critical production environments. You will lead investigations, collaborate with Engineering, Product, and Customer Success to drive timely resolutions, and mentor peers while continuously improving support processes.

Ideal candidates have 5+ years in technical support, strong RCA skills, and hands-on experience with SaaS/cloud platforms.

Qualifications

• 5+ years in technical support or related roles.
• Strong troubleshooting and root cause analysis skills.
• Experience with SaaS/cloud environments.
• Experience working with engineering on escalations and defects.
• Excellent English verbal and written communication.

Responsibilities

• Own complex technical investigations and customer escalations.
• Collaborate with Engineering, Product, and other teams to resolve issues.
• Develop expertise in FinOps, cloud platforms, and product integrations.
• Create and maintain technical documentation and knowledge articles.
• Mentor teammates and contribute to internal enablement programs.
• Drive improvements in support workflows and processes.

Skills

Technical support

Cloud operations

SaaS platforms

Root-cause analysis

English communication

Tools

Salesforce

Freshdesk

AWS Console

Kubernetes

Job description

Flexera is seeking a Senior Technical Support Engineer to resolve complex issues in mission-critical production environments. You will lead investigations, collaborate with Engineering, Product, and Customer Success to drive timely resolutions, and mentor peers while continuously improving support processes.

Ideal candidates have 5+ years in technical support, strong RCA skills, and hands-on experience with SaaS/cloud platforms.