Technical Support Engineer

Ivanti

About The Position

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. 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. 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.

Requirements

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.

Nice To Haves

Experience supporting SaaS products.
Skilled in log searching, monitoring, and analysis during troubleshooting, with familiarity in tools like Splunk, New Relic, Logic Monitor, or equivalents.
Knowledge Centered Support (KCS) certification or experience with KCS methodologies.
Experience using browser dev tools and analyzing HAR files.
Understanding of email protocols such as SMTP, POP, and IMAP.
Experience troubleshooting Microsoft Graph or API issues.
Knowledge of authentication protocols, including OAuth, SSO, and SAML.
Working knowledge of SQL and relational databases. Able to read, write, and update queries.
Experience administrating or utilizing ITSM or CRM platforms (Neurons for ITSM, Cherwell, Salesforce, Zendesk, ServiceNow, etc.).
Familiarity with Microsoft server technologies such as IIS, LDAP, Active Directory, and DNS.
2-4-year degree in IS or IT, or equivalent experience
Neurons for ITSM Administrator Certification

Responsibilities

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.
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.
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.