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Technical Support Engineer – User Experience (Hybrid, Orlando, FL)

We are seeking an experienced Technical Support Engineer for a large, global B2B Software company. The role involves managing and resolving complex issues related to the ServiceNow platform, requiring a blend of business and technical skills, along with excellent communication and organizational abilities. The engineer will collaborate with internal teams to ensure customer success, act as the last escalation point, and use platform knowledge to assist customers and engineers with intricate problems.

This is a 12-month project with potential extension or conversion to FTE, requiring 40 hours per week in a hybrid role, onsite 2-3 days in Orlando, FL. The position is a W2 role with Stage 4 Solutions, offering health benefits and a 401K.

Responsibilities

1. Guide prioritization and develop efficient workflows to manage workload effectively.
2. Maintain excellent queue and case management skills.
3. Perform case quality checks to ensure progress and quality.
4. Engage cross-functionally with stakeholders (Engineering, Product Success, Readiness Managers) to improve the product.
5. Maintain technical expertise in assigned product areas to assist customers.
6. Address documentation and coding gaps to support engineers and customers in achieving their goals, vetting issues before escalation to engineering.
7. Diagnose entire technology stacks, enjoy helping others, and communicate effectively to resolve issues swiftly.
8. Work outside normal hours, including weekends and holidays, as needed.

Minimum Requirements

• At least 2 years of relevant experience or industry expertise.
• Proven ability to troubleshoot, resolve, and analyze complex technical issues at the code level.
• Deep understanding of SaaS products and basic knowledge of integrated systems.
• Familiarity with web application components and browser debugging.
• Experience with SQL databases and Java development or troubleshooting large Java-based applications.
• Strong troubleshooting skills with a background in Java, JavaScript, or database technologies.
• Degree requirements include a Master’s in engineering or technical fields, or a Bachelor’s with relevant experience.

Please submit your resume at http://www.stage4solutions.com/careers/ applying for the Technical Support Engineer – User Experience (Hybrid, Orlando, FL) role. Feel free to share this posting with interested colleagues.

Stage 4 Solutions is an equal-opportunity employer committed to diversity and inclusion. Employment decisions are based on qualifications and job requirements, without discrimination based on race, religion, gender, age, disability, or other protected characteristics.

Compensation ranges from $30/hr to $35.72/hr.