Technical Support Engineer

Job Title: Tech Support Engineer

Duration: 12+ months contract (Plus Extensions)

Location: Staines, United Kingdom (Hybrid)

Role overview:

• We are currently looking for a highly experienced Tech Support professional to join our team. This role involves direct interaction with customers and internal teams to provide top-notch support, manage backlogs, and resolve complex technical issues.

• You'll work closely with both external clients and internal departments, offering expert-level support including troubleshooting, scripting, debugging, and case management.

Key Accountabilities:

• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Opportunity to become a Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Help in the development and mentoring of team members in various technologies and the ServiceNow Platform.
• Suggest and implement improvements to internal processes.
• Work on technical and non-technical projects.
• Communicate with customers and our teams through case, phone, and other electronic methods.
• Create knowledge base materials dedicated to operational efficiency while also empowering and enabling the customers.
• Maintain impeccable case hygiene and customer-related files and records.

Essential Skills:

• UI development or support experience.
• Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, and Mobile application development.
• Reading and debugging Java and JavaScript code (Writing JavaScript will be beneficial).
• Troubleshooting experience using browser developer tools.
• Advanced knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be a bonus.
• Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
• Good experience with relational databases (e.g., MySQL, Oracle).
• Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies )
• Experience using Linux/Unix OR Microsoft Server.
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Personal commitment to quality and customer service.
• Ability to multitask and efficiently manage case backlog.
• Should be a team player working efficiently in a collaborative environment
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).
• Leading investigations and resolving complex issues and escalations while demonstrating exceptional technical understanding, business processes, and customer needs in a timely manner.

Desirable Skills:

• Experience providing SaaS support.
• Experience developing applications within the ServiceNow Platform.
• Experience in diagnosing performance-related issues..
• Experience using tools like Eclipse, Splunk, Xcode, Android Studio, and SauceLab.