Technical Solutions Engineer - Endpoint security
Bangalore, India
Ivanti
Ivanti finds, heals and protects every device, everywhere – automatically – so employees can work better from anywhere.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!
Join Ivanti as a Technical Support Engineer (TSE) and be the vital link between our innovative solutions and customer success. In this dynamic role, you'll leverage your technical expertise to troubleshoot complex issues, provide exceptional support, and contribute to team goals. As part of a collaborative culture that values growth, diversity, and respect, you'll enjoy opportunities to learn and drive improvements in customer experience. With a focus on cutting-edge security and device management solutions, this is your chance to make a meaningful impact while thriving in the Everywhere Workplace. Join us and help shape the future of technology!
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
- Act as the primary support liaison between Ivanti and customers, delivering exceptional technical assistance.
- Troubleshoot complex technical issues related to Ivanti Endpoint Security and Device Control in customer environments.
- Manage and resolve client questions regarding system configuration, setup, and product functionality.
- Collaborate with backline and development teams to address intricate problems and influence product direction.
- Contribute to team goals by developing knowledge base articles and sharing expertise with colleagues.
- Participate in inbound call queues and respond to support inquiries in a timely manner.
- Foster a culture of teamwork and support among peers, prioritizing team objectives.
- Continuously enhance personal and team knowledge through training and professional development.
To Be Successful in The Role, You Will Have
- 2+ years of experience in IT with a focus on customer support
- Exceptional interpersonal and communication skills
- Strong technical troubleshooting capabilities and problem-solving mindset
- Proficient in networking concepts and Microsoft Windows server and client OS administration
- Ability to work collaboratively in a team-oriented environment
- Knowledge of SQL-based databases and Linux is preferred
- Time management and organizational skills with a keen attention to detail
- 4-year degree in Information Systems or IT, or equivalent experience
Roadmap for Success
- First 90 Days:
- Complete onboarding and orientation program to understand Ivanti's culture, products, and team dynamics.
- Familiarize yourself with Ivanti Endpoint Security and Ivanti Device Control products.
- Shadow experienced Technical Support Engineers to learn troubleshooting processes and customer interaction protocols.
- Start resolving client queries under supervision while honing technical and customer service skills.
- Begin contributing to team discussions and sharing insights learned from customer interactions.
- Engage in training sessions on systems, tools, and effective communication techniques.
- Build relationships with cross-functional teams (development, product management) to understand escalation processes.
- First 6 Months:
- Achieve a benchmark of resolving a defined number of client inquiries independently.
- Develop and publish a minimum of three articles for our knowledge base addressing common issues or solutions.
- Participate in team goal-setting and contribute to initiatives aimed at improving customer satisfaction.
- Attend relevant training or certifications to further enhance technical skills (e.g., CompTIA, Microsoft certifications).
- Take the lead on a new project or initiative that aims to improve Technical Support workflows or customer experiences.
- Solicit feedback from supervisors and peers to identify areas of improvement and growth.
- First 12 Months:
- Meet or exceed performance targets related to case resolution times, customer satisfaction ratings, and team objectives.
- Present insights or trends identified from customer support interactions to leadership to inform product improvements.
- Establish a mentorship relationship with new hires to support their onboarding and integration into the team.
- Contribute to the evolution of support processes and documentation to enhance efficiency and team performance.
- Continuously expand technical knowledge and skills, seeking additional certifications or training as opportunities arise.
- Develop a long-term career development plan in collaboration with your manager, focusing on growth opportunities within Ivanti.
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. 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 recruiting@ivanti.com.
* Salary range is an estimate based on our InfoSec / Cybersecurity Salary Index 💰
Tags: CompTIA Endpoint security Linux SQL Windows
Perks/benefits: Career development
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