Technical Support Engineer, Ivanti

• The individual we're seeking must have a passion for delighting customers and solving tough technical issues
• The individual we're seeking should have a strong technical background, thrive in troubleshooting, and value collaboration
• 2+ years of experience in a role supporting enterprise IT with an emphasis on customer support
• Excellent interpersonal and communications skills
• Excellent time management, decision making and organization skills
• Expert troubleshooting and reasoning skills
• Proven experience working on critical system down issues and escalations
• A desire for continuous learning and improvement

Desirable

• Our customers expect thorough, expert help when they contact us, and the Technical Support Engineer (TSE) is the face of that excellence, answering complex questions on function and usage of the products via the telephone and/or email
• Ivanti TSEs have excellent communication skills and look to support their colleagues and peers throughout the organization
• They have an eagerness to learn and take on new challenges while thinking about how they could improve the customer experience
• As a an Ivanti TSE, you are expected to proactively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company
• You will communicate with customers, manage critical issues, and provide world-class support through a support portal and call queue
• You will resolve client questions and product errors, focusing on installation, standard configuration, and documented product usage
• You’ll provide accurate technical information, document case work, update customers, and work with escalation and engineering teams as needed
• You’ll write and edit knowledge articles, share or receive knowledge in trainings, and actively support peers on complex cases—all while championing teamwork and accountability
• 80% - Assist our customers with issues and inquiries related to system configuration/setup and product functionality including fixes or enhancements
• Serve as primary support liaison between company and customer
• Provide excellent technical and customer service; strong communication skills are required
• Troubleshoot complex technical issues in customer environments
• Document all interactions and update customers regularly on case status
• Perform product testing and customer issue replication
• Contribute toward achievement of team goals and objectives
• Works directly with backline support groups, Site Reliability Engineering, and development teams (as needed) to resolve complex issues and provide input for product direction
• Other duties as assigned
• 10% - Develop and share knowledge about the software/solution
• Author or revise knowledge articles to capture new solutions, clarify troubleshooting steps, and share lessons learned from support cases
• Participate in training activities with the support team
• 10% - Assist or collaborate with other Technical Support Engineers
• Collaborate with peers, providing mentorship and actively sharing expertise
• Encourage and contribute to a culture of collaboration, recognizing that our success depends on working together to achieve shared goals
• We succeed as a team, so a willingness to put the team’s objectives above your own is desired