Technical Support Engineer

Job description

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 Endpoint Manager, you’ll play a crucial role as the primary support liaison, delivering exceptional technical assistance to our valued customers and partners. You’ll tackle complex questions related to product functionality and configuration, collaborating with teams to resolve demanding technical challenges. Your excellent communication skills, proactive approach to continuous learning, and commitment to enhancing the customer experience will help drive our mission forward. Join our dedicated, innovative support team and leverage your technical expertise to make a real impact in IT service management—while growing your career in an inclusive, supportive, and quality-driven culture.

What You Will Be Doing:

• Deliver exceptional technical support to customers and partners, resolving complex questions and issues related to Ivanti Endpoint Manager’s configuration, setup, and functionality.
• Serve as the primary liaison between Ivanti and our customers, keeping them informed and ensuring their needs are met through timely communication.
• Troubleshoot, analyze, and document technical incidents, collaborating with backline and development teams to resolve challenging problems and contribute ideas for product enhancement.
• Conduct thorough product testing and proactively identify, log, and manage incidents, prioritizing tasks based on urgency and customer impact.
• Advocate for customers by escalating critical issues as needed and ensuring business commitments are met.
• Actively contribute to our knowledge base by creating informative articles, engaging in team discussions, and participating in training sessions to promote knowledge sharing and team growth.
• Support ongoing company initiatives and champion continuous improvement to enhance the overall customer experience.
• Work closely with fellow Technical Support Engineers to solve intricate issues, foster teamwork, and align with shared goals

To Be Successful in The Role:

We’re looking for candidates with a broad range of technical skills and a passion for solving complex problems, regardless of how you gained your experience. Whether your background includes formal education, relevant certifications, or hands-on work in technical support and IT environments, we value your commitment to learning and your drive to deliver exceptional customer service. If you have the experience and skills outlined below, and a desire to grow alongside a collaborative team, we encourage you to apply—even if you don’t check every single box.

• Proven experience in technical support, software/application support, or desktop management.
• Strong troubleshooting and problem-solving skills, with the ability to resolve issues ranging from basic misconfigurations to complex technical problems.
• Working knowledge of Windows operating systems, networking fundamentals (e.g., TCP/IP, DNS, DHCP), and server virtualization technologies such as VMware.
• Familiarity with databases (preferably SQL), including writing and optimizing queries.
• Experience supporting Mac and Linux/UNIX environments is a plus.
• Understanding of IT operations, IT Service Management principles, or ITIL practices.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to diverse audiences.
• Technical writing skills for documenting solutions and creating knowledge base articles.
• Certifications such as A+, Network+, Security+, CCNA, Microsoft Certifications, or related credentials and related skills and knowledge are very helpful.
• Commitment to continuous learning and adapting to evolving technologies.
• Bachelor’s degree in Computer Science, Information Technology, or related field—or equivalent practical experience.

Roadmap for Success

First 90 Days:

• Complete onboarding and formal technical training sessions specific to Ivanti’s products and services.
• Familiarize yourself with Ivanti’s support team dynamics, internal tools, and support systems.
• Shadow experienced Technical Support Engineers and observe case-handling best practices, particularly for configuration, deployment, and security features.
• Begin managing straightforward support cases with guidance, focusing on troubleshooting connectivity, basic policies, and user/device onboarding.
• Build relationships with your team and key cross-functional stakeholders, including product management and engineering.
• Review and start contributing knowledge-base articles based on common customer challenges and recent solutions.
• Attend regular team syncs and customer calls to get first-hand exposure to user needs and recurring support topics.

First 6 Months:

• Take full ownership of customer cases across a variety of features such as remote management, automated software deployment, patch management, and security configuration.
• Proactively track and meet SLA targets for support case resolution.
• Develop and share technical documentation, troubleshooting guides, and contribute to up-to-date knowledge base entries for complex topics.
• Gain hands-on experience and proficiency in performing detailed product testing and troubleshooting.
• Collaborate on cross-team initiatives such as improvement of onboarding resources, automation adoption, and security best practices for customers.

First 12 Months:

• Consistently manage and resolve a diverse array of support cases, including escalations and integration-related issues.
• Leverage product usage data and support metrics to propose workflow improvements and contribute to team efficiency.
• Mentor and assist in training new support staff, sharing practical insights and troubleshooting strategies.
• Take on a lead role in strategic projects such as customer success initiatives, knowledge sharing or process automation.
• Continue to refine and implement support best practices, including creation of reusable scripts or tools to streamline common tasks.
• Request and respond to regular performance feedback, adjusting your personal development plan in line with the evolving technology landscape and your own career goals.

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. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

If you require special assistance for the best interview experience, please contact us at [email protected] .