Technical Solutions Engineer

Summary

Join Ivanti's Customer Support team as a remote, full-time employee providing exceptional technical support to clients and partners. You will manage support cases, document resolutions, stay updated on product advancements, and represent the Development and Product teams to customers. Strong technical expertise and excellent communication skills are essential. This role involves troubleshooting complex issues, collaborating with various teams, and prioritizing workload based on severity. The position offers a chance to make a real impact and grow professionally within a supportive global environment.

Requirements

• Excellent communication skills along with experience in driving triage calls which involves different stake holders
• Has creative problem-solving skills related to cross-functional issues amidst the changing priorities
• Must be proficient with analyzing log files and standard debugging concept
• Demonstrate experience troubleshooting - DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email Microsoft Server Technologies (Exchange ActiveSync, 0365 , Active Directory, ISA/TMG, NDES, KDC)
• Mobile Device Management (MDM) - Apple iOS & Android
• Should have proficiency in Linux commands hands on troubleshooting
• Public Key Encryption Infrastructure / SCEP / working knowledge on certificates troubleshooting issues
• Knowledge of administering LDAP servers
• Database Experience -select & joint mySQL Queries
• Understanding of client-server architecture and Cloud Environments like Azure/Intune
• In-depth knowledge of OOPS concepts, Multithreading, Exception Handling, Collections concepts and File systems

Responsibilities

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Document and maintain customer support records, including troubleshooting steps and resolutions
• Stay updated on product advancements and industry trends to provide the best solutions
• Be a customer facing representative for the Development and Product teams
• Be responsible for ticket and/or customer escalations and drive progress until resolution
• Interface with Engineering, Product Management and Services when necessary
• Maintain Product Support Knowledge Base
• Provide fault isolation and root cause analysis for technical issues
• Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases
• Perform other duties and projects as assigned

Preferred Qualifications

• Complete comprehensive product training
• Gain in-depth understanding of support processes and team dynamics in a global environment
• Start troubleshooting customer issues with the guidance of experienced engineers
• Independently resolve customer support requests, applying both existing knowledge and new skills
• Assist team members and contribute to knowledge sharing
• Handle escalated customer issues requiring product expertise and ownership
• Achieve faster resolution times for customer queries
• Enhance efficiency in managing support cases, reducing turnaround times
• Master complex issue resolution across product lines
• Facilitate effective cross-functional communication within the organization
• Guide peers through knowledge transfer initiatives, fostering a collaborative learning environment
• Lead by example in customer interactions, setting a standard for quality support

Benefits

This is a remote, full-time, Monday – Friday, permanent job, with limited coverage outside working hours