Junior Cloud&Ops Service Engineer

We are looking for a motivated and customer-focusedJunior Cloud&Ops Service Engineer to join our global support organization. In this role, you will serve as the first point of contact for customers and internal stakeholders, providing operational and technical assistance related to licensing, online support platforms, and service management processes. You will work closely with support engineers and cross-functional teams to ensure timely resolution of customer requests while delivering an exceptional customer experience.

The position is based in US (US Citizen), and requires good technical expertise combined with excellent communication skills

Core skills you’ll bring

• 1-2 years of experience in a customer-facing, technical support, service desk, or operations support role.

• Good knowledge of Windows and Linux operating systems.

• General networking knowledge under Windows and Linux

• Understanding of software licensing concepts, license servers, and client-side license configuration

• Strong communication and collaboration skills.

• Attention to detail and accuracy.

• Ability to prioritize and manage workload effectively

• Advanced level of English

Nice-to-have

• Experience working with ticketing systems, support portals, or customer service platforms

• Experience with Oracle applications

• Familiarity with FlexNet/FlexLM (Flexera) licensing technology

• Experience with Salesforce

• Bachelor’s Degree highly desired High School Diploma or Associate degree with equivalent experience acceptable.

The impact you'll create

• Handle incoming customer and internal employee inquiries via phone, email, chat, and other communication channels.

• Create, manage, and monitor service requests in accordance with established procedures and service level agreements (SLAs).

• Route support cases to the appropriate support teams and engineers across global locations.

• Assist customers and employees with the use of Salesforce Service Cloud and other service management tools.

• Support customers experiencing issues with online support portals, account administration, and license generation.

• Administer and maintain online support account access and permissions.

• Provide first-level technical support for software licensing issues.

• Troubleshoot and assist with license server and client-side licensing configurations.

• Collaborate effectively with technical support, account management, and other internal teams to resolve customer issues.

• Manage work queues efficiently to ensure customer requests are addressed within required timeframes.

• Document customer issues, solutions, and recommendations, including identifying training or process improvement opportunities.

• Escalate complex issues appropriately and maintain clear communication throughout the resolution process.