Technical Solutions Engineer

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!

We’re seeking individuals who can provide exceptional technical support to our customers and partners. Strong technical expertise and excellent customer interaction skills are essential for this role. You’ll be working directly with clients on complex, sophisticated products often systems-level software where a technical background is crucial for effective communication and problem-solving. Join us to make a real impact!

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

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

To Be Successful in The Role, You Will Have

• 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

Roadmap for Success

### Key Milestones for the Role

• **First 90 Days:**

- 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.

• **First 6 Months:**

- Achieve faster resolution times for customer queries.

- Enhance efficiency in managing support cases, reducing turnaround times.

• **First 12 Months:**

- 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.

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.

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