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For Companies At a Glance
- Tasks: Provide expert technical support for a complex SaaS platform and resolve user issues.
- Company: Join a dynamic team focused on delivering top-notch customer satisfaction in tech.
- Benefits: Enjoy hybrid work options, competitive rates, and opportunities for skill development.
- Why this job: Become a subject matter expert while collaborating globally and enhancing your tech skills.
- Qualifications: Experience in SaaS support, application development, and strong troubleshooting skills required.
- Other info: This is a 12-month contract role with a weekend on-call rotation.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Location: Staines (Hybrid – 2 days per week onsite)
Contract Length: 12 months
Start Date: ASAP
Hours: 40 per week / 8 per day
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).
- 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
Technical Support Engineer - UX employer: Salt Search
Contact Detail:
Salt Search 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 mentioned in the job description. Understanding its features and common issues can give you an edge during interviews, as you'll be able to discuss real-world scenarios and solutions.
✨Tip Number 2
Brush up on your technical skills related to UX and application development, especially in ServiceNow and JavaScript. Being able to demonstrate your knowledge through practical examples or past experiences will show that you're a strong candidate.
✨Tip Number 3
Prepare to discuss your experience with troubleshooting and customer support. Think of specific instances where you resolved complex issues and how you ensured customer satisfaction, as these stories will resonate well with the hiring team.
✨Tip Number 4
Network with current or former employees of StudySmarter or similar companies. They can provide insights into the company culture and expectations, which can help you tailor your approach during the interview process.
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. Emphasise any specific projects or roles where you've provided technical support or developed applications, particularly on the ServiceNow Platform.
Showcase Technical Skills: Clearly outline your technical skills related to UI development, Java, JavaScript, and any scripting languages you are proficient in. Mention your experience with browser developer tools and relational databases like MySQL or Oracle.
Highlight Communication Abilities: Since strong communication skills are essential for this role, include examples of how you've effectively communicated complex technical issues to non-technical users or collaborated with teams to resolve problems.
Include Relevant Projects: If you've created automation scripts or delivered knowledge-sharing sessions in previous roles, be sure to mention these experiences. This will demonstrate your proactive approach and ability to contribute to best practices.
How to prepare for a job interview at Salt Search
✨Showcase Your Technical Skills
Be prepared to discuss your experience with SaaS support and application development, particularly on the ServiceNow Platform. Highlight any specific projects where you've used technologies like Java, JavaScript, or CSS, as this will demonstrate your technical proficiency.
✨Demonstrate Problem-Solving Abilities
Since the role involves troubleshooting complex issues, be ready to share examples of how you've resolved technical problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Communication Skills
Strong communication is key for a Technical Support Engineer. Prepare to discuss how you've successfully communicated technical information to non-technical users or collaborated with teams to resolve issues. This will show your ability to act as a customer advocate.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your troubleshooting process. Practice articulating your thought process when faced with a technical issue, including how you would document the case and ensure customer satisfaction throughout the resolution.
