Support Engineer
About the job
About the Support Engineer role
The Support Engineer is responsible for delivering first-line technical support and ensuring the smooth operation of enterprise business applications. This role serves as the primary point of contact for users, managing support requests, resolving incidents, and coordinating with technical teams to ensure timely issue resolution. Working across multiple enterprise platforms, the Support professional maintains operational documentation, supports governance and compliance activities, and helps deliver reliable, high-quality IT services while meeting service level agreements (SLAs) and enhancing the overall user experience.
Key Responsibilities:
- Monitor and manage support mailboxes, ensuring timely response and resolution of user requests
- Log, track, and manage support tickets through to resolution, ensuring SLAs are met
- Triage incoming issues, categorized by priority and platform, and escalate complex technical matters to the L2/AMS team as appropriate
- Coordinate with L2 and technical teams to ensure smooth handover and follow-through on escalated issues
- Communicate clearly with end users on issue status, resolution timelines, and workarounds
- Maintain support documentation, runbooks, and knowledge base articles
- Support recurring governance and compliance activities across platforms
- L1 Support Engineer will be expected to provide operational support across the following enterprise platforms:
- Salesforce CRM & Marketing Cloud
- Workato
- UiPath RPA
- Cumulus (Workday)
- Tableau
- Slack
Requirements:
- Prior experience in IT helpdesk, application support, or L1/L2 operations roles
- Hands-on familiarity with one or more of the following platforms: Salesforce, Workato, UiPath, Workday/Cumulus, Tableau, or Slack
- Familiarity with ticketing systems and ITSM practices (e.g. ServiceNow, Jira, or equivalent)
- Strong communication skills for user-facing support and cross-team coordination
- Ability to manage multiple platforms and prioritise time-sensitive requests independently
