Senior Technical Support Engineer – Cloud & FinOps Leader

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, 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.