Technical Support Engineer - UX

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)