Enterprise Support Engineer

Who We Are:

In today’s work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world.

Ivanti’s mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers. 

Our Culture - Everywhere Work Centered Around You

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s Centered Around You approach, our employees benefit from programs focused on their professional development and career growth.

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks.  Are you ready to join us on the journey to elevate Everywhere Work? 

Why We Need you!

The Enterprise Technical Support Engineer provides technical support to our Enterprise customers, answering complex questions on function and usage of the products via the telephone and/or email. This position is a primary support liaison between our company and our Enterprise customers providing quality technical support. Enterprise Technical Support Engineers have excellent communication skills and look to support their accounts, 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 an Enterprise Technical Support Engineer, you are assigned specific accounts and expected to proactively assist and ensure long-term success of our customers and the company. The individual we're seeking must have a passion for delighting customers and solving tough technical issues.

What You Will Be Doing:

• Serve as primary technical support contact for named accounts, including being their escalation point alongside Enterprise Support Manager.
• Deliver expert technical support, understand and champion named enterprise support customer’s technical support needs.
• Manage the day-to-day aspects of support cases for said named accounts.
• Leverage strong triaging skills to reproduce, troubleshoot and solve highly challenging technical issues.
• Regular touch points with your assigned customers in efforts to provide proactive support and establish yourself as their trusted advisor.
  • Collaborate with Customer Success Managers for assigned accounts and attend joint regularly scheduled customer cadences to provide a holistic view of open and resolved support tickets and set expectations accordingly
• Root Cause problems independently with minimal guidance from peers and produce an outcome leading the customer to success.
• Proactive/precise communication and expectation setting with customers until closure of the Support Tickets.
• Demonstrate Customer Centric Behaviors throughout the support cycle.
• Ensure an intimate understanding of the Customer's Technical Environment.

To Be Successful in The Role, You Will Have:

• Bachelor's degree in Computer Science or related field; will consider any combination of education, work experience and geeky technical hobbies.
• 2 years of technical application support experience.
• 1 year of customer support in a SaaS environment.
• Strong analytical, process-oriented, evaluative and problem-solving abilities.
• Understanding of relational databases and ability to trouble shoot (tuning/indexing).
• Knowledge of Windows Operating Systems and MS office.
• Knowledge of IIS installation and configuration.
• Understanding of Simple Network Management Protocol (SNMP).
• Working knowledge of Cherwell Service Management and/or Ivanti Neurons for ITSM.
• Ability to work flexible hours, overtime and occasional weekends.

 

 

At Ivanti, we are committed to providing an environment of