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Technical Support Content Engineer

Flexera

Flexera

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Friday, December 22, 2023

We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, were achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace.

Flexera delivers Technology Value Optimization solutions that enable some of the largest companies in the world to inform their IT so they can transform their IT. From on-prem to the cloud, companies can get the IT asset data needed to rightsize, reallocate spend, reduce risk and maximize ROI.

As a member of the Global Content Support teamvat Flexera you will be a key contributor to collecting, curating, researching and validating customer discovered and market data that drives Flexera’s product portfolio and data platform. Data is the fuel that drives customer value against enterprise-wide technology assets and is key to bringing visibility to product normalization, license optimization, vulnerabilities, and open source.

We are looking for extraordinary Content Support Engineers that are organized, detail-oriented and curious to be a key contributor to the Flexera Data Platform. If you enjoy doing online research, keep reading! The successful candidate will be responsible for conducting research, investigating and collecting data into a Content Database, according to specific rules and procedures. He/she will also be tracking the latest information from the IT market and several other vertical markets, and updating/maintaining a comprehensive reference catalog with the most up-to-date information.

This role requires strong skills in online research, with the ability to investigate and collect specified information quickly and accurately. People who have skills in process optimization, understand workflows, who can innovate, propose new ideas and realize incremental improvements, are of special interest to us.

Responsibilities:

  • Respond to external Customer and internal Sales, Product and Support requests to enrich our Data Platform with new content, according to our published SLA’s

  • Respond to requests to investigate content related issues, identify root cause and remediate

  • Conduct research, investigate and collect data on software products from various sources and curate the data into the Data Platform

  • Relate data points from 3rd party vendors and product suppliers, and ensure consistency, quality and accuracy in our normalized database

  • Advise how data drives customer value, business use cases and decision making

  • Identify, analyze, and interpret trends or patterns in complex data sets

  • Ability to interpret data, analyze results using statistical techniques

  • Acquire data from primary or secondary data sources and maintain databases/data systems

  • Track the latest information from the IT market and other vertical markets (Medical, Finance and Banking) and update/maintain a comprehensive reference catalog with the most up-to-date information

  • Operate with consistency, quality and accuracy in relation to our Content Operations standards

  • Communicate effectively with Support, Engineering and Product Management regarding enrichment, defects, data alignments and gap-fill requests

  • Contribute to continuous improvement initiatives and update articles on our Flexera Knowledge Base

  • Confidently promote our team’s principles across the organization

Requirements:

To be successful the Content support engineer will need to have some (if not all) of the following attributes:

  • Firm understanding of IT Asset Management (ITAM), software and hardware assemblies, version, edition and release management, Discovery Tools and licensing terms.

  • Familiarity with product taxonomy, categorization, lineage and lifecycle nomenclature (GA, EOL, EOS, Obsolete)

  • Familiarity of software licensing including open source and vulnerabilities

  • Familiarity with SaaS, PaaS, IaaS and Cloud technologies

  • Strong research skills, able to investigate, locate, and collect specific information quickly and accurately

  • Strong reading comprehension skills, able to understand information found on web pages, product documentation, technical and marketing articles and extract specific content quickly and accurately

  • Comfortable dealing with huge amount of data and able to organize it according to specific rules and patterns

  • Determined and persistent self-starter in the quest to find the highest quality content, identify and solve content-related problems

  • Familiar with ticketing tools such as JIRA

  • Firm understanding of process workflows and reporting techniques using Excel, Word and PowerPoint

  • Knowledge of databases, API’s, SQL, scripting languages and process automation is advantageous

  • Strong interpersonal skills, a team player

  • Stay plugged into emerging technologies/industry trends and improve upon existing skills, abilities, and practices

  • Knowledge of multiple operating systems and platforms

Desired:

  • Passionate about self-learning and active in the (local or online) tech community

  • Highly motivated with attention to detail and strong problem-solving skills

  • Self-driven and prepared to go the extra mile when the team is challenged

  • Achieves the right balance of confidence and respect

  • Ability to communicate effectively and efficiently within and between teams

The Role Will Offer You In Return:

  • An opportunity to be part of a truly global team, geographically dispersed across North America, EMEA and APAC

  • The scope to learn how data is central to enterprise asset management

  • A team that values trust and community

#LI-PS1

#LI-TechnicalSupport

#LI-Hybrid

Flexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.

Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.