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.comTo 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 SupportResponsibilities:Manage a team of 2-10 Technical Support EngineersProvide guidance, coaching and direction to team members on daily tasksAssist in setting clear high-quality performance goals based on business outcomesComplete performance review processes every 6 months for each team memberHandle personnel scheduling, issues and complaintsReview and implement Action Plans based on Glint feedbackEnsure appropriate support coverage during normal business hoursEnsure customer commitments are metHandle customer escalations and work with the appropriate departments to resolve issuesHandle Sales escalations to ensure prospects and current customer commitments are metIdentify improvements in processes and productsConduct monthly case reviews to identify potential improvement areasConduct monthly defect reviews to identify potential product improvementsMonitor and identify improvements with Support infrastructure (CRM, KB, support tools, etc)Provide monthly reports to ManagementRequired Experience & Skills:Minimum of 1 year proven experience working in a service oriented environment as a Technical Support Lead or similar positionStrong customer orientation, dedication and able to derive facts quickly and accuratelyStrong communication and interpersonal skills (individual works well individually and as part of team)Fluent in verbal and written EnglishAbility to manage multiple tasks in an environment where priorities may change frequentlyEnjoys problem solving and approaches problems analytically and methodicallyAbility to manage a team of 2-10 Technical Support EngineersDesired:Understanding of Flexera productsFamiliarity with developer software toolsGood Windows administration skillsSalesforce Experience#LI-JP2Flexera 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 careers@flexera.com.
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