Technical 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 are 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 worldwide.

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.

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 professional development and career growth.

Teamwork is intrinsic to what we do and why we do it. We are accountable to each other – and support one another. We provide opportunities to grow, learn, add value, and thrive – while also achieving new levels of performance. We treat all with appreciation, dignity, and respect. 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. 

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!

Our customers expect thorough, expert help when they reach out. The Technical Support Engineer (TSE) is the focal point of that excellence, answering complex questions on the function and usage of 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 are eager to learn and take on new challenges while thinking about how to improve the customer experience. As 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.

The individual we seek must have a passion for delighting customers and solving tough technical issues.

 

This role is remote. 

 

What You Will Be Doing:

The individual we seek should have a strong technical background and enjoy troubleshooting issues. Regular operations require communicating with customers, managing critical issues, and providing world-class customer support. The TSE will receive cases electronically through our Support portal and be part of an inbound call queue receiving and answering questions for direct customers and partners.

80% - Resolve client questions or problems in 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.
• Perform product testing and customer issue replication.
• Contribute toward the achievement of team goals and objectives.
• Works directly with the back line and development teams (as needed) to resolve complex issues and provide input for product direction.

10% - Develop and share knowledge about the software/solution.

• Write/edit knowledge base articles to answer common customer questions.
• Deliver and receive training to/from others.

10% - Assist other Technical Support Engineers with difficult and complex issues

We succeed as a team, so a willingness to put the team’s objectives above your own is desired. Collaboration is key when working as a Technical Support Engineer at Ivanti.

May perform other job duties as directed by Employee's leaders.

To Be Successful in The Role, You Will Have the following:

• 2+ years of experience in a role supporting enterprise IT with an emphasis on customer support.
• Excellent interpersonal and communication skills.
• Excellent time management, decision-making, and organization skills.
• Expert troubleshooting and reasoning skills.
• Proven experience working on critical system down is