What You Get to Do in This Role:

The Technical Support Engineer will manage and resolve the most challenging issues for our platform. This role combines technical and business expertise with excellent communication and organizational skills. You will handle both proactive tasks and tactical engagement on critical issues, collaborating closely with internal teams to ensure customer success.

Key responsibilities include:

• Serve as the final point of escalation within technical support to drive issues to closure.

• Use application/platform knowledge to assist customers and support engineers with complex issues.

• Provide guidance on prioritizing and creating efficient workflows to manage workload.

• Maintain excellent queue and case management.

• Perform case quality checks to ensure cases stay on track.

• Learn and deliver training on new products.

• Actively engage with internal stakeholders (Engineering, Product Success, Readiness Managers) to improve the product.

• Maintain technical expertise in assigned product areas to help customers effectively.

• Ensure high standards of quality and customer service.

• Perform frontend browser debugging.

• Address documentation and coding gaps, helping both customers and support engineers achieve their goals.

• Diagnose and troubleshoot across the entire technology stack.

• Provide after-hours support as needed (weekends, holidays).

What You Bring:

• Bachelor’s degree in engineering or a technical field, plus 2+ years of relevant experience.

• Strong troubleshooting skills and the ability to provide code-level analysis for complex technical issues.

• In-depth understanding of SaaS products and integrated systems.

• Knowledge of web application stack components.

• Ability to coordinate with engineering and escalation teams to resolve customer issues.

• Experience with SQL-based database systems.

• Experience in development projects using Java or troubleshooting large Java-based applications.

• Hands-on experience with one or more scripting languages: HTML, CSS, Python, React, Java, MySQL, XML, AngularJS, Ajax (JavaScript preferred).

• Excellent attention to detail, time management, and independent problem-solving abilities.

• Strong communication skills to articulate solutions for complex technical problems.

• Ability to work closely with customer administrators and developers of varying skill levels.

• Capability to perform thorough research, ask the right questions, and escalate effectively when needed.

• Collaboration skills to work across teams to resolve cases.

• Ability to identify and address trends in application issues and knowledge gaps.

Preferred (Not Required) Skills:

• Knowledge of IT service management and ITIL processes.

• Prior ServiceNow platform implementation experience.

• Experience communicating technical issues across organizational levels.

• Experience writing/debugging Object-Oriented code (Java preferred; other relevant technologies welcome).

• Deep understanding of JavaScript.

• Experience in Linux and Unix environments.

• Familiarity with Splunk.

• Understanding of remote administration (SSH, SNMP, WMI, PowerShell).

• Familiarity with Eclipse IDE.