Technical Support Engineer

United States, Remote

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 is 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 around the world.

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. 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. 

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 their professional development and career growth. 

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!

As a Technical Support Engineer for Ivanti Neurons for ITSM, you'll play a crucial role in delivering exceptional technical support to our valued customers and resellers. You’ll engage with complex, demanding, collaborate across teams, and contribute to enhancing customer experiences. With a focus on continuous learning and growth, you'll be part of a dedicated 24x7 support team that values quality and accountability. Join us at Ivanti to utilize and expand your technical skills while making a meaningful impact in the IT service management space, all within an innovative and supportive culture.

About The Team

At Ivanti, our Customer Support team strives to enable our customers to experience the full potential of our products and services. We do this by ensuring a predictable and effortless support experience through autonomy, mastery, and purpose. Their unwavering commitment to excellence formulates our culture of providing industry leading customer service. As trusted advisors their dedication doesn't stop there; they develop relationships into partnerships, personalizing each support experience for maximum satisfaction. Our adaptable, knowledgeable professionals are eager to inspire maximum business benefit from utilizing our products and services.

What You Will Be Doing

  • Deliver exceptional technical support to customers and resellers, ensuring timely and effective issue resolution.
  • Proactively log and manage customer incidents while prioritizing tasks based on urgency and impact.
  • Communicate effectively with clients to understand their needs and provide tailored solutions.
  • Conduct thorough product testing, documenting issues and collaborating with development teams to enhance product quality.
  • Identify cases needing escalation and advocate on behalf of customers to meet business commitments.
  • Contribute to the creation of knowledge base articles and training materials to facilitate knowledge sharing within the team.
  • Support company initiatives and contribute to the continuous improvement of the customer experience.
  • Be available for flexible work hours, including on-call rotations, to meet customer support needs effectively.

To Be Successful in The Role, You Will Have

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
  • 3+ years of experience in software or application support.
  • Proficient in understanding databases, preferably SQL, including query statements and optimization techniques.
  • Familiarity with IT operations and ITIL practices relevant to IT Service Management.
  • Strong troubleshooting skills with the ability to manage multiple customer incidents efficiently.
  • Excellent communication and customer service skills, with a focus on delivering quality support.
  • Technical writing skills for creating knowledge base articles and documentation.
  • Working knowledge of Windows Operating Systems, IIS, SSRS, and server virtualization technologies like VMware.

Roadmap for Success

  • First 90 Days:
    • Complete onboarding and training sessions to understand Ivanti’s products and services.
    • Familiarize yourself with the team dynamics, internal tools, and support systems.
    • Shadow experienced Technical Support Engineers to grasp the troubleshooting processes and customer interactions.
    • Begin managing minor customer incidents under supervision to build confidence and skill.
    • Establish communication channels with key stakeholders to ensure effective collaboration.
    • Review existing knowledge-base articles and contribute improvements based on observed gaps.
    • Participate in team meetings to understand current initiatives and customer feedback.
  • First 6 Months:
    • Take full ownership of assigned customer cases and work towards achieving SLA targets.
    • Conduct regular follow-ups with customers to ensure satisfaction and gather feedback on product usage.
    • Identify common customer issues and collaborate with development teams to propose enhancements.
    • Develop technical documentation and contribute to knowledge base articles.
    • Gain proficiency in advanced product testing and provide detailed reports on findings.
    • Engage in cross-departmental projects aimed at improving customer service processes.
    • Begin practicing proactive customer outreach to assist with product education and adoption.
  • First 12 Months:
    • Demonstrate consistent performance in managing and resolving customer incidents.
    • Analyze metrics and performance indicators to identify areas for self-improvement and team efficiency.
    • Lead training sessions for new team members based on your experiences and insights.
    • Participate in strategic initiatives aimed at enhancing the overall customer experience.
    • Contribute to the development and implementation of best practices for the support team.
    • Request regular feedback from peers and management to foster your professional growth.
    • Establish a personal development plan to target further skills acquisition relevant to the role.

Our Employer Commitment

This job posting will remain active until a qualified candidate is identified.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

We invite individuals of all backgrounds and abilities to apply. If you require assistance to optimize your interview experience, please contact us at recruiting@ivanti.com.

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