Ivanti · 5 hours ago
Technical Support Engineer
United States
Full-time
Remote
Entry, Mid Level
2+ years expIvanti is a global technology leader enabling organizations to elevate Everywhere Work. The Technical Support Engineer will provide expert assistance to customers, troubleshoot complex technical issues, and contribute to the overall success of the support team.
IT InfrastructureIT ManagementSoftware
Responsibilities
Assist our customers with issues and inquiries related to system configuration/setup and product functionality including fixes or enhancements
Serve as primary support liaison between company and customer
Provide excellent technical and customer service; strong communication skills are required
Troubleshoot complex technical issues in customer environments
Document all interactions and update customers regularly on case status
Perform product testing and customer issue replication
Contribute toward achievement of team goals and objectives
Works directly with backline support groups, Site Reliability Engineering, and development teams (as needed) to resolve complex issues and provide input for product direction
Other duties as assigned
Author or revise knowledge articles to capture new solutions, clarify troubleshooting steps, and share lessons learned from support cases
Participate in training activities with the support team
Collaborate with peers, providing mentorship and actively sharing expertise
Encourage and contribute to a culture of collaboration, recognizing that our success depends on working together to achieve shared goals
We succeed as a team, so a willingness to put the team’s objectives above your own is desired
Qualification
Required
2+ years of experience in a role supporting enterprise IT with an emphasis on customer support
Excellent interpersonal and communications skills
Excellent time management, decision making and organization skills
Expert troubleshooting and reasoning skills
Proven experience working on critical system down issues and escalations
A desire for continuous learning and improvement
Preferred
Experience supporting SaaS products
Skilled in log searching, monitoring, and analysis during troubleshooting, with familiarity in tools like Splunk, New Relic, Logic Monitor, or equivalents
Knowledge Centered Support (KCS) certification or experience with KCS methodologies
Experience using browser dev tools and analyzing HAR files
Understanding of email protocols such as SMTP, POP, and IMAP
Experience troubleshooting Microsoft Graph or API issues
Knowledge of authentication protocols, including OAuth, SSO, and SAML
Working knowledge of SQL and relational databases. Able to read, write, and update queries
Experience administrating or utilizing ITSM or CRM platforms (Neurons for ITSM, Cherwell, Salesforce, Zendesk, ServiceNow, etc.)
Familiarity with Microsoft server technologies such as IIS, LDAP, Active Directory, and DNS
2-4-year degree in IS or IT, or equivalent experience
Neurons for ITSM Administrator Certification
Company
Ivanti
Ivanti automates IT and Security Operations to discover, manage, secure and service from cloud to edge.
1001-5000 employees
H1B Sponsorship
Ivanti has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (17)
2023 (12)
2022 (33)
2021 (20)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$350MKey Investors
Charlesbank Capital PartnersTA Associates
2025-04-22Debt Financing· $350M
2021-03-09Private Equity
2020-08-13Private Equity
Leadership Team
Andrew Souter
Area Vice President APAC PreSales
Kelly Ungs
VP Alliances and Channels
Recent News
2025-12-25
2025-11-13
Company data provided by crunchbase