Technical Support Engineer User Experience; Hybrid - San Diego, CA

Technical Support Engineer – User Experience (Hybrid - San Diego, CA)

We are looking for a Technical Support Engineer for a large, global B2B Software company. In this role, you will be responsible for managing and resolving the most challenging issues for the Service Now platform. 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.

This is a 12-month project (Extension Possible), 40 hours per week, hybrid, 2 days a week (Tuesday and Thursday), onsite at the client’s office in San Diego, CA.

This is a W2 employee of Stage 4 Solutions. Health benefits and 401K are offered.

Must be a US Citizen or a green card holder.

• Provide guidance on prioritizing and creating efficient workflows to keep up with the workload.
• Maintain and display excellent queue and case management skills.
• Perform Case quality Checks to ensure cases are staying on track.
• Learn & Deliver training on the new products.
• Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Personal commitment to quality and customer service.
• Frontend browser debugging experience required.
• Addresses documentation and coding gaps using his/her knowledge to help support engineers as well as customers achieve their business goals, while working directly with others to help resolve their issues. You will ensure all issues are vetted before reaching the engineering team.

• 2+ years of relevant work experience or relevant industry experience.
• 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 application stack.
• Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.
• Hands‑on experience in JavaScript, HTML, and CSS is required.
• Some experience with Generative AI, including a foundational understanding of its concepts, applications, and commonly used tools.
• Proven ability to maintain focus and work effectively with uncompromising attention to detail.
• Ability to work closely with high‑value customer administrators and developers who have a variety of experience and skill sets.
• 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 escalate for a quick 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.
• Bachelor’s degree in engineering or technical field(s).

Please submit your resume to our network at  (apply to the Technical Support Engineer – User Experience (Hybrid - San Diego, CA) role).

Please feel free to forward this job post to others you think may be interested.

Stage 4 Solutions is an equal‑opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates’ qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information or other applicable legally protected characteristics.

$40/hr - $46.02/hr