Technical Support Engineer - UX

Career Moves Group • TRAFFIC • London, Not Specified, United Kingdom • 7h ago

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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