Technical Support Manager

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.  Withmore than 50,000 customersacross the world, we’re achievingthat goal.Butwe knowwe 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 whywe’re consistently recognized by Gartner, Forrester and IDCas a category leader in the marketplace.Learn more atflexera.com

Who are we?

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. This 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 are Flexera.  With more than 50,000 customers worldwide, 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 Gartner, Forrester, and IDC consistently recognize us as a category leader in the marketplace.

About the role:

As a Technical Support leader in our SaaS company, you will play a pivotal role in managing a diverse team of technical support engineers. Your primary focus will be to ensure that our B2B customers receive exceptional support in cloud infrastructure and financial operations (FinOps). Your team will assist Ocean & Elastigroup customers. Both solutions integrate with Flexera One and can be bundled into broader FinOps offerings for unified cost optimization. Ocean is ideal for organizations running cloud-native, containerized applications that want to simplify operations and maximize savings without sacrificing reliability. Elastigroup is an IaaS optimization platform designed for VM-based workloads (stateless or stateful) across AWS, Azure, and GCP.

You will lead and mentor team members, fostering their professional growth while maintaining high standards of service delivery. Your ability to coordinate effectively across different skill sets will enhance team collaboration and improve overall response times.

In this role, you will oversee complex technical issues, ensuring they are resolved efficiently and effectively. You will also analyze support metrics to identify trends, drive continuous improvement, and implement best practices within the team. Your strong communication skills will be essential as you liaise with customers and internal stakeholders to ensure alignment and satisfaction.

Join us in delivering outstanding support and solutions to our customers while being part of a dynamic team at the forefront of FinOps & Cloud technology. Be a part of a growing team with engagement levels above the top 10% industry benchmark and excellent employee retention.

Responsibilities:

• Team Management: Lead, mentor, and develop a team of 4-10 technical support engineers across various experience levels, fostering a collaborative and supportive work environment. Attract diverse talent and cultivate an inclusive environment.
• Customer Support: Oversee the resolution of complex technical issues for B2B customers in cloud infrastructure and FinOps, ensuring timely and effective responses.
• Customer Satisfaction: Follow up with customers to gauge their satisfaction with problem resolution, identify technical support problem areas based on CSAT survey scores, and comments. Handle CTAs (Calls to Action) and implement corrective actions where needed.
• Performance Monitoring: Track and analyze support metrics to evaluate team performance & goal attainment, identify trends, and implement strategies for continuous improvement. Complete performance reviews and goal-setting exercises within company deadlines.
• Training and Development: Provide ongoing training and development opportunities for team members to enhance their technical skills, customer service capabilities, and career progression.
• Process Improvement: Develop and refine support processes and best practices to enhance operational efficiency and service quality.
• Cross-Functional Collaboration: Work closely with other departments, such as product management and engineering, to action customer feedback and contribute to service improvements.
• Escalation Management: Handle escalated customer issues with professionalism and urgency, ensuring customer satisfaction and resolution.
• Documentation: Ensure that all support documentation, including knowledge base articles and troubleshooting guides, is accurate and up to date.
• Customer Relationship Management: Build strong relationships with key clients, understand their needs, and provide tailored support solutions.
• Strategic Planning: Contribute to the strategic direction of the overall support team, aligning goals with company objectives and customer needs. Lead and participate in management-specific initiatives to improve the customer experience and employee engagement.

Requirements:

• Passionate customer orientation and dedication.
• At least 2 years of experience as Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS.
• 2-5 years' experience as a Team Leader, managing people and operations.
• Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.
• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment. Ability to follow standard engineering principles and practices. Creative approach to problem-solving.
• Willingness to go the extra mile to get the job done within SLAs and customer commitments.
• Comfort in a fast-paced environment where team success is encouraged.
• Innovative mindset and enthusiasm for process improvement.
• Good understanding of management practices and techniques
• Excellent leadership and interpersonal skills
• Experience with at least one Cloud provider (AWS, GCP, Azure).
• AWS Cloud Practitioner or Azure Fundamentals certifications preferred.
• Familiarity with Container technologies (Kubernetes) preferred.

Bachelor’s degree in a technical area preferred (Engineering, Computer Science, IT, etc.)