OverviewWho We Are:Ivanti elevates and secures Everywhere Work so that people and organizations can thrive. We have a global presence with offices in 23 nations and a diverse customer base.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. We are committed to diverse and inclusive hiring and to delivering world-class solutions for our customers.Culture — Everywhere Work Centered Around You. We foster a healthy work-life blend, value diverse perspectives, and support professional development through our Centered Around You approach.We align through our core values—collaboration, customer focus, outcomes, and cybersecurity excellence. Ready to join us on the journey to elevate Everywhere Work?Why We Need YouThe Technical Support Engineer (TSE) is the face of our customer excellence, answering complex questions on product function and usage via telephone and/or email. TSEs have excellent communication skills, enjoy helping teammates, and seek to continually improve the customer experience. As a TSE, you will proactively assist the team in driving initiatives and ensuring long-term success for our customers and the company. You should have a passion for delighting customers and solving tough technical issues.What You Will Be DoingYou will bring 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—championing teamwork and accountability.80% – Assist customers with issues and inquiries related to system configuration/setup and product functionality including fixes or enhancementsServe as primary support liaison between company and customerProvide excellent technical and customer service; strong communication skills are requiredTroubleshoot complex technical issues in customer environmentsDocument all interactions and update customers regularly on case statusPerform product testing and customer issue replicationContribute toward achievement of team goals and objectivesWork directly with backline support groups, Site Reliability Engineering, and development teams to resolve complex issues and provide input for product directionOther duties as assigned10% – 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 casesParticipate in training activities with the support team10% – Assist or collaborate with other Technical Support EngineersCollaborate with peers, providing mentorship and actively sharing expertiseEncourage and contribute to a culture of collaboration; success depends on working together to achieve shared goalsTo Be Successful in The Role, You Will Have2+ years of experience in a role supporting enterprise IT with an emphasis on customer supportExcellent interpersonal and communications skillsExcellent time management, decision making and organization skillsExpert troubleshooting and reasoning skillsProven experience working on critical system down issues and escalationsA desire for continuous learning and improvementPreferred Experience/CertificationsExperience supporting SaaS productsSkilled in log searching, monitoring, and analysis during troubleshooting, with familiarity in tools like Splunk, New Relic, Logic Monitor, or equivalentsKnowledge Centered Support (KCS) certification or experience with KCS methodologiesExperience using browser dev tools and analyzing HAR filesUnderstanding of email protocols such as SMTP, POP, and IMAPExperience troubleshooting Microsoft Graph or API issuesKnowledge of authentication protocols, including OAuth, SSO, and SAMLWorking knowledge of SQL and relational databases; able to read, write, and update queriesExperience administering 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 DNS2-4-year degree in IS or IT, or equivalent experienceNeurons for ITSM Administrator CertificationNote: This job posting will remain active until a qualified candidate is identified.At Ivanti, we are committed to equal employment opportunity. We welcome applicants regardless of race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military status, and other legally protected statuses. We value diversity and inclusion among our teammates.If you require special assistance for the best interview experience, please contact us at recruiting@ivanti.com.#LI-PD1#LI-RemotePWDNET #J-18808-Ljbffr