Overview

Who 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 You

The 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 Doing

You 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 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
• Work directly with backline support groups, Site Reliability Engineering, and development teams to resolve complex issues and provide input for product direction
• Other duties as assigned

10% – 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

10% – 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; success depends on working together to achieve shared goals

To Be Successful in The Role, You Will Have

• 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

Preferred Experience/Certifications

• 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 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 DNS

• 2-4-year degree in IS or IT, or equivalent experience

• Neurons for ITSM Administrator Certification

Note: 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-Remote

PWDNET