Senior Technical Support Engineer

Flexera; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Flexera, a leader in Hybrid ITAM and FinOps, seeks a Senior Technical Support Engineer to resolve complex customer issues in production environments and drive exceptional outcomes.

You’ll collaborate across Engineering, Product Management, and Customer Success to own escalations, mentor teammates, and improve support processes while maintaining strong customer communication and case hygiene.

Qualifications

• 5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting distributed systems, SaaS platforms, or cloud-native applications.
• Experience working directly with engineering teams during escalations and defect investigations.
• Experience working with enterprise CRM and ticketing systems including Salesforce and Freshdesk.
• Demonstrate enthusiasm to development within the role and the ability to grow in their career.
• Exceptional English verbal and written communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Own and lead complex technical investigations and customer escalations.
• Partner closely with Engineering, Product Management, and other internal teams to drive timely issue resolution.
• Develop towards being subject matter expert for assigned products and supporting technologies.
• Participate in technical swarms, case reviews, and collaborative troubleshooting efforts.
• Mitigate escalations through proactive customer engagement and technical leadership.
• Develop deep expertise in FinOPs, cloud platforms, infrastructure technologies, and product integrations.
• Understand customer business objectives and align technical recommendations to those outcomes.

Skills

Troubleshooting

Root cause analysis

Cloud operations

SaaS platforms

Customer escalation management

Communication

Cross-functional collaboration

Tools

Salesforce

Freshdesk

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 Blueprint™ in hybrid environments-from on-premises to SaaS to containers to cloud. We're transforming the software industry. We're Flexera. With more than 50,000 customers across the world, we're achieving that goal. But we know we can’t 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 we're consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com

The Senior Technical Support Engineer is responsible for resolving the complex customer issues involving mission critical production environments, collaborating with team members, working to resolve escalations, and play a role in improving support processes. This role combines deep technical expertise, customer advocacy, operational excellence, and cross-functional collaboration to deliver exceptional customer outcomes.

Key Responsibilities

Technical Leadership

• Own and lead complex technical investigations and customer escalations.
• Partner closely with Engineering, Product Management, and other internal teams to drive timely issue resolution.
• Develop towards being subject matter expert for assigned products and supporting technologies.
• Participate in technical swarms, case reviews, and collaborative troubleshooting efforts.
• Mitigate escalations through proactive customer engagement and technical leadership.
• Develop deep expertise in FinOPs, cloud platforms, infrastructure technologies, and product integrations.

Customer Success

• Understand customer business objectives and align technical recommendations to those outcomes.
• Manage high-severity and high-impact customer cases.
• Maintain excellent customer communication throughout the support lifecycle.
• Adapt communication style appropriately for customers, executives, engineering teams, and support peers.
• Participate in customer calls and remote technical sessions as a technical expert.
• Drive successful outcomes while maintaining high customer satisfaction.

Knowledge Sharing and Mentorship

• Create, review, and approve technical documentation and knowledge articles.
• Deliver technical training sessions and contribute to internal enablement programs.
• Identify knowledge gaps and proactively share expertise across the team.
• Assist in developing and improving learning paths and technical training materials.

Operational Excellence

• Demonstrate exemplary case ownership, documentation, and case hygiene.
• Successfully manage multiple complex support cases simultaneously.
• Ensure support processes and procedures are consistently followed.
• Perform effective follow-the-sun handoffs and knowledge transfers.
• Support operational agility by adjusting priorities as business needs evolve.
• Help drive improvements to support workflows, tools, and processes.

Collaboration

• Participate in support swarms and case reviews.
• Seek help and assist teammates with technical challenges and case management.
• Collaborate effectively across Support, Engineering, Product, Customer Success, and Operations teams.
• Drive cross-functional initiatives that improve business outcomes and customer experience.
• Identify opportunities for process improvement and advocate for positive change.

Required Qualifications

• 5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles.
• Strong troubleshooting and root cause analysis skills.
• Experience supporting distributed systems, SaaS platforms, or cloud-native applications.
• Experience working directly with engineering teams during escalations and defect investigations.
• Experience working with enterprise CRM and ticketing systems including Salesforce and Freshdesk.
• Demonstrate enthusiasm to development within the role and the ability to grow in their career.
• Exceptional English verbal and written communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Expert-level experience with AWS, Azure, or Google Cloud Platform.
• Kubernetes and container technologies.
• Infrastructure automation and CI/CD concepts.
• Networking, security, and systems administration experience.
• FinOps, cloud cost optimization, or cloud operations experience.
• Experience supporting Spot Ocean, Elastigroup, or similar cloud infrastructure platforms.
• Relevant industry certifications (AWS, Azure, GCP, Kubernetes, FinOps).

Success Measures A successful Technical Support Engineer: Consistently delivers high-quality customer outcomes. Frequently leads resolution of complex technical issues. Demonstrates strong case ownership and documentation practices. Serves as a trusted mentor and technical leader. Proactively identifies and addresses knowledge gaps. Contributes to support process improvements and operational effectiveness. Meets or exceeds key support metrics, including customer satisfaction and responsiveness. Drives collaboration across teams to improve customer experience and business results.

Referenced Technologies

• AWS CloudWatch
• Amazon EKS
• Amazon ECS
• Azure Portal
• Azure Kubernetes Service (AKS)
• Google Cloud Platform (GCP)
• Google Kubernetes Engine (GKE)Kubernetes
• MySQL

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 [e-mail].

How We Roll - Our Culture is built on these Core Values

• Candor Tell it like it is - solve problems by dealing with them head on
• Passion What we do may not be for everyone, but we devour it and love making our customers successful
• Professionalism and Ethics Anyone can just "have a job" - we look for people that strive to "go pro"
• Keep Score Accountability and transparency are vitally important Celebrate Success Life is short and we work hard to keep our company operating at a high level
• Give Back We expect to give back to the communities in which we do business