Technical Support Engineer – UX
Location: Staines, Surrey
Length: 25/08/2025 – 25/02/2026
Rate: £162.67 per day (Inside IR35)
Hours: 40 hours per week
Role Responsibilities:
* Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
* Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
* Manage and resolve all issues.
* Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
* Manage customers’ expectations and experience in a way that results in high customer satisfaction
* Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
* Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
* Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
* Help in development and mentoring of team members in various technologies and ServiceNow Platform.
* Suggest and implement improvements to internal processes.
* Work on technical and non-technical projects
* Communicate with customers and our teams through case, phone and other electronic methods.
* Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
* Maintain impeccable case hygiene and customer related files and records.
* Participate in the weekend support on-call rotation.
Qualifications & Skills:
* Experience providing SaaS support
* Experience developing applications within the ServiceNow Platform
* Experience diagnosing performance related issues.
* Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab
* Bachelor’s in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment
* UI development or support experience
* Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development
* Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)
* Troubleshooting experience using browser developer tool
* Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.
* Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
* Good experience with relational databases (e.g. MySQL, Oracle).
* Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
* Experience using Linux/Unix OR Microsoft Server
* Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
* Personal commitment to quality and customer service
* Ability to multi-task and efficiently manage case backlog
* Should be a team player working efficiently in a collaborative environment
* Proven ability to maintain a professional demeanour when handling complex user issues (difficult customers)
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