Technical Support Engineer – Digital Employee Experience (DEX) Solutions
Our client, a global leader in digital workplace solutions, is seeking an experienced Technical Support Engineer to join their Software Support team. This role offers an exciting opportunity to work with a cutting-edge Workforce Experience Platform (WXP) designed to optimize IT operations and enhance employee experience through AI-driven automation, analytics, and monitoring tools.
Role Overview
As a Technical Support Engineer, you will play a key role in ensuring customer success by providing L2/L3 technical support, troubleshooting critical issues, and optimizing digital workplace solutions. This is a customer-facing role that requires strong problem-solving skills, technical expertise, and a passion for improving IT efficiency.
Key Responsibilities
1. Provide L2/L3 technical support for Workforce Experience Platform (WXP) customers, resolving issues related to endpoint monitoring, analytics, and automation.
2. Manage incidents, service requests, and escalations, ensuring a seamless customer experience.
3. Deploy and configure DEX solutions across enterprise IT environments, ensuring smooth integration.
4. Proactively monitor customer environments, identifying and resolving experience-impacting issues.
5. Guide customers in optimizing dashboards, automation rules, and AI-driven insights.
6. Collaborate with internal teams—including product engineering and customer success—to enhance product offerings.
7. Provide technical guidance and best practice recommendations.
8. Document solutions, troubleshooting steps, and best practices for internal and customer use.
Key Qualifications
1. Strong analytical and problem-solving skills, with a customer-first mindset.
2. Deep understanding of Digital Employee Experience (DEX) solutions and enterprise IT service management.
3. Technical knowledge of enterprise network architecture, cloud IT operations, and device performance analytics.
4. Experience working in a customer-facing support role with excellent communication skills.
5. Ability to work independently and adapt to evolving technologies.
Preferred Skills (a Plus but Not Required)
1. Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
2. Hands-on experience with ITSM tools (Salesforce, ServiceNow), endpoint management platforms (Microsoft Intune), or analytics platforms (Splunk).
3. Familiarity with AI-driven automation and digital experience monitoring solutions.
4. Experience configuring and optimizing enterprise DEX solutions.
This is a fantastic opportunity for a customer-focused technical expert to work with next-generation digital workplace technologies and help businesses enhance employee experience and IT efficiency. If you have the required skills and experience, we’d love to hear from you!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Media
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