We are looking for an experienced Application Support Specialist who is passionate about delivering high-quality customer support. In this role, you will work within a regional support team to resolve technical issues and answer product-related questions for customers and partners across the globe. You will troubleshoot complex problems, collaborate with cross-functional teams, and ensure customers receive timely, accurate, and effective solutions while meeting defined service level targets.
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.
Qualification & Experience
- Minimum of 2 to 7 years of experience in a technical support role.
- Bachelor’s degree in Computer Science or a related field.
- Prior experience in Application Support or Application Management.
- Good working knowledge of Microsoft technologies, including Microsoft 365.
- Experience creating, maintaining, and improving technical Knowledge Base content.
Company Profile
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.
