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Service Experience Engineer - Remote

Posted 6 weeks ago
Customer Service
Full Time
Malaysia

Overview

We are seeking a skilled and dedicated Service Experience Engineer to join our technical support team, playing a crucial role in providing technical support to end-users within Sitecore.

In Short

  • Provide remote technical support to end-users, located globally.
  • Utilise ServiceNow for incident management and knowledge base creation.
  • Manage and update tickets daily, ensuring timely resolution.
  • Identify knowledge gaps and curate new content.
  • Create and maintain documentation and reports.
  • Escalate complex problems to senior engineers or vendors.
  • Manage SLAs and prioritize tasks effectively.
  • Build relationships with functional areas to exceed productivity goals.
  • Stay updated on trends in service delivery and ITIL.
  • Assist with SharePoint site management.

Requirements

  • Proven experience as a Technical Support Engineer.
  • Strong knowledge of ServiceNow.
  • Experience with Office 365, SharePoint, Windows, and MacOS.
  • Excellent problem-solving and prioritization skills.
  • Strong communication skills for explaining technical issues.
  • Knowledge of ITIL framework and support lifecycle.
  • Relevant certifications are a plus.

Benefits

  • Opportunity to work in a dynamic team environment.
  • Continuous improvement initiatives.
  • Exposure to global end-user support.
  • Professional development opportunities.
Sitecore logo

Sitecore

Sitecore is a leading digital experience platform that empowers some of the world's largest and most innovative brands to create unforgettable digital connections with their customers. With a mission to enhance customer engagement, Sitecore integrates content, commerce, and data into a cohesive platform that delivers millions of personalized digital experiences daily. Trusted by blue-chip companies like American Express, Porsche, and Starbucks, Sitecore is driven by a diverse team of passionate individuals across over 25 countries. The company's commitment to collaboration, innovation, and inclusivity is reflected in its award-winning culture and values, making it a dynamic place to work in the enterprise software industry.

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