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- Tasks: Provide expert technical support for a complex SaaS platform and resolve user issues.
- Company: Join a dynamic creative agency focused on innovative tech solutions.
- Benefits: Enjoy hybrid work options, competitive salary, and opportunities for professional growth.
- Other info: Participate in weekend on-call rotation and collaborate globally with peers.
- Why this job: Become a subject matter expert while advocating for customers and enhancing their experience.
- Qualifications: Experience in SaaS support and application development, with strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Contract Role: Technical Support Engineer – UX
Start Date: ASAP
The Role
We 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.
Skills & Experience Required
- Experience providing SaaS support.
- Application development experience on the ServiceNow Platform.
- UI development or support experience (CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile app development).
- 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
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Technical Support Engineer – UX employer: Salt Digital Recruitment
Contact Detail:
Salt Digital Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer – UX
✨Tip Number 1
Familiarise yourself with the specific SaaS platform that we use at StudySmarter. Understanding its features and common issues can give you a significant edge during interviews, as you'll be able to speak knowledgeably about troubleshooting and user experience.
✨Tip Number 2
Brush up on your skills in UI development technologies like CSS, AJAX, and ReactJS. Being able to demonstrate your practical knowledge in these areas will show us that you're ready to tackle the technical challenges of the role.
✨Tip Number 3
Prepare to discuss your experience with case management and documentation. We value clear communication and thorough documentation, so having examples ready will help illustrate your ability to maintain high standards in these areas.
✨Tip Number 4
Showcase your problem-solving skills by preparing for scenario-based questions. Think of complex issues you've resolved in the past and how you approached them, as this will highlight your capability to handle escalations effectively.
We think you need these skills to ace Technical Support Engineer – UX
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in SaaS support and UX. Focus on specific projects where you've resolved technical issues or contributed to platform performance.
Showcase Technical Skills: Emphasise your experience with application development on the ServiceNow Platform and any UI development skills you possess, such as CSS, AJAX, or ReactJS. Mention any automation scripts you've created.
Craft a Compelling Cover Letter: Write a cover letter that explains why you're passionate about technical support and how your skills align with the role. Highlight your ability to advocate for customers and your experience in delivering knowledge sessions.
Proofread and Format: Before submitting your application, ensure that your CV and cover letter are free from errors. Use a clean format that is easy to read, and make sure all information is clearly presented.
How to prepare for a job interview at Salt Digital Recruitment
✨Showcase Your Technical Skills
Be prepared to discuss your experience with SaaS support and application development, particularly on the ServiceNow Platform. Highlight any relevant projects or challenges you've tackled, especially those involving UX and platform performance.
✨Demonstrate Problem-Solving Abilities
Expect to be asked about how you approach troubleshooting technical issues. Share specific examples of complex problems you've resolved, focusing on your thought process and the steps you took to achieve a solution.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly, both verbally and in writing. Be ready to explain technical concepts in a way that non-technical stakeholders can understand.
✨Prepare for Team Collaboration Questions
As a Technical Support Engineer, you'll need to work closely with both customers and internal teams. Be ready to discuss your experiences working in a team environment, how you handle feedback, and your approach to collaboration.