Quadient Inspire; SE

Technical Support Engineer - UX

Location:

Mountain View, CA

We are looking for a Technical Support Engineer - UX to support one of our clients. This role requires an onsite presence weekly on Wednesday and Thursday.

The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the Service Now platform. This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro‑active work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with the Service Now platform.

This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues.

• Demonstrated fluid ability to troubleshoot, resolve, and provide code level analysis for complex technical issues.
• In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.
• Working knowledge of the components in a web applications stack.
• Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.
• Proven ability to maintain focus and work effectively with uncompromising attention to detail.
• Ability to work closely with high‑value customer administrators and developers that have a variety of experience and skillset.
• Excellent time management skills and must be able to work independently to provide workable solutions.
• Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly elevate for solution.
• Ability to work with other teams to resolve cases.
• Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems.
• Identify and help resolve trends with application issues and knowledge gaps within the organization.
• Preferred additional skills:
• Fundamental understanding of IT service management and ITIL business processes
• Prior Service Now Platform Implementation Experience
• Exposure communicating technical issues at various levels of the organization
• Fluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)

Apply by sending your updated resume to