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Location: Staines (Hybrid - 2 days per week onsite)
Contract Length: 12 months
Start Date: ASAP
Hours: 40 per week / 8 per day
The RoleWe are seeking a Technical Support Engineer - UX to act as a customer advocate, providing expert technical support to users and administrators of a complex SaaS platform. You will manage and resolve technical issues, ensure customer satisfaction, and contribute to best practice development for support services.
This role offers the opportunity to become a subject matter expert in specific product areas, create automation scripts for faster troubleshooting, and deliver knowledge sessions to peers globally. You will work closely with customers and internal teams to troubleshoot, resolve, and provide root cause analysis for technical issues, while maintaining high standards of documentation and case management.
Key Responsibilities- Troubleshoot and resolve technical issues related to UX and platform performance.
- Act as a customer advocate, ensuring high satisfaction levels.
- Develop and deliver technical knowledge sharing sessions.
- Create scripts to automate troubleshooting and repetitive tasks.
- Support application development and issue resolution within the ServiceNow Platform.
- Maintain case hygiene and clear documentation.
- Participate in weekend on-call rotation.
- Experience providing SaaS support.
- Application development experience on the ServiceNow Platform.
- UI development or support experience (CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile app development).
- Strong skills in reading/debugging Java and JavaScript (scripting in JavaScript, Python, Perl, Unix/Windows Shell beneficial).
- Proficient in troubleshooting using browser developer tools.
- Knowledge of relational databases (MySQL, Oracle).
- Experience with Linux/Unix or Microsoft Server environments.
- Strong communication skills, both written and verbal.
- Ability to handle complex issues, escalations, and work effectively under pressure.
- Team player with strong collaboration skills.
How to Apply:
Please submit your CV detailing relevant UX, SaaS support, and platform troubleshooting experience.
*Rates depend on experience and client requirements
