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
To lead a team of Support Engineers based from the Cheshire office.
Be responsible for the technical direction and operational metrics of the support staff. Work closely with WW Support management, Engineering, Product Management, Customer Success and the Revenue team. Report directly to the Director of Technical Support
Responsibilities:
- Manage a team of 2-10 Technical Support Engineers
- Provide guidance, coaching and direction to team members on daily tasks
- Assist in setting clear high-quality performance goals based on business outcomes
- Complete performance review processes every 6 months for each team member
- Handle personnel scheduling, issues and complaints
- Review and implement Action Plans based on Glint feedback
- Ensure appropriate support coverage during normal business hours
- Ensure customer commitments are met
- Handle customer escalations and work with the appropriate departments to resolve issues
- Handle Sales escalations to ensure prospects and current customer commitments are met
- Identify improvements in processes and products
- Conduct monthly case reviews to identify potential improvement areas
- Conduct monthly defect reviews to identify potential product improvements
- Monitor and identify improvements with Support infrastructure (CRM, KB, support tools, etc)
- Provide monthly reports to Management
Required Experience & Skills:
- Minimum of 1 year proven experience working in a service oriented environment as a Technical Support Lead or similar position
- Strong customer orientation, dedication and able to derive facts quickly and accurately
- Strong communication and interpersonal skills (individual works well individually and as part of team)
- Fluent in verbal and written English
- Ability to manage multiple tasks in an environment where priorities may change frequently
- Enjoys problem solving and approaches problems analytically and methodically
- Ability to manage a team of 2-10 Technical Support Engineers
Desired:
- Understanding of Flexera products
- Familiarity with developer software tools
- Good Windows administration skills
- Salesforce Experience
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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 [email protected].
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What We Do
Flexera delivers SaaS-based IT management solutions that enable enterprises to accelerate digital transformation and multiply the value of their technology investments. We help organizations inform their IT with definitive visibility into complex hybrid IT ecosystems, providing unparalleled IT insights that allow them to seize technology opportunities. And we help them transform their IT with tools that deliver actionable intelligence across an ever-increasing range of dimensions to effectively manage, govern and optimize their hybrid IT estate.
More than 50,000 customers subscribe to our technology value optimization solutions, delivered by 1,300+ passionate team members worldwide. To learn more, visit flexera.com
Why Work With Us
People work here for, well, the people. People stay for the camaraderie with smart, passionate teams who actually like working together and managers who support them. We also offer competitive benefits, hybrid working and unlimited time off.
Our inclusivity scores are in the top benchmark and we are consistently rated a “great place to work.”
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