Senior Technical Support Engineer

Job Description

Requirements
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### Must have:

### We require a Bachelor's degree in Computer Science, Electronic Engineering, or a related discipline, along with 6 years of experience as a support engineer or in a similar role. Candidates should have at least 3 years of experience in each of the following areas: (1) software engineering, debugging, analysis, and software documentation; (2) development and support across Front End, Back End, Cloud, .NET, Java, and Full stack; (3) application support and customer service methodologies, including Proactive Support, Technology Utilization, and Automation; (4) best practices for applications such as the ITIL framework; and (5) tools like ServiceNow, Zendesk, Dynatrace, and Elk.

Responsibilities:
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As a Senior Support Engineer at Northwestern Mutual, I will apply best practices from both customer service and engineering to analyze, design, develop, deploy, and support our software and monitoring solutions. My role is to ensure high performance and availability in order to meet customer expectations. I will manage customer engagement workflows, performing technical analysis and resolving escalated incidents, service requests, and problems. Additionally, I will be involved in software development and support across various technologies, including Front End, Back End, Cloud, .NET, Java, and Full stack. I will provide application support and implement industry methodologies for customer service, emphasizing Proactive Support, Technology Use, and Automation. I will also utilize application best practices aligned with the ITIL framework and employ tools such as ServiceNow, Zendesk, Dynatrace, and Elk. I will take part in product planning and sizing for application features to align with business needs and user expectations. My responsibilities will also include conducting code evaluations, innovating solutions for legacy functionality, coaching and mentoring team members to enhance professional skills, and building relationships across Development, Infrastructure, Product, and other Support stakeholders to increase our team's overall effectiveness and efficiency. Telecommuting is permitted for up to 2 days per week.
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Company:
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The salary range for this position is $131,893 to $156,650 per year. At Northwestern Mutual, we value fairness and transparency, which is why we openly share our salary ranges. Final compensation will be determined by various factors, including candidates' skills and experience, current market conditions, location, and insights gathered during the hiring process. We are deeply committed to creating an inclusive environment where every employee can contribute their innovative ideas, take on challenges, assume leadership, and strive for both business and personal success. Northwestern Mutual is proud to be an equal opportunity employer, actively promoting diversity within our workforce. If you are located in California, Colorado, New York City, Washington, or outside of a Corporate location, we provide additional information about compensation and benefits through our website. Join us at Northwestern Mutual, where you can develop your career alongside a comprehensive benefits package and a strong commitment to a culture of belonging. Flexible work schedules, concierge service, and employee resource groups are some of the first-class perks available. We eagerly anticipate the unique potential each individual brings to our team.
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