Technical Support Engineer – UX

Salt Digital Recruitment; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading recruitment agency is seeking a Technical Support Engineer – UX to provide expert support for a SaaS platform. You will troubleshoot technical issues, act as a customer advocate, and develop automation scripts for faster resolutions. Ideal candidates have experience in SaaS support, application development on ServiceNow, and UI technologies. This role is full-time with responsibilities that include documentation and case management.

Qualifications

• Experience providing SaaS support essential.
• Application development experience on ServiceNow required.
• UI development or support experience beneficial.

Responsibilities

• Troubleshoot and resolve technical issues related to UX.
• Act as customer advocate to ensure satisfaction.
• Develop and deliver technical knowledge sharing sessions.
• Create scripts for automation of tasks.
• Support application issue resolution within ServiceNow.
• Maintain case hygiene and documentation.
• Participate in weekend on-call rotation.

Skills

SaaS support experience

Application development on ServiceNow

UI development support (CSS, AJAX, ReactJS, GraphQL, AngularJS)

Knowledge of relational databases (MySQL, Oracle)

Experience with Linux/Unix or Microsoft Server

Strong communication skills

Ability to handle complex issues under pressure

Collaboration skills

Job description

Contract Role: Technical Support Engineer – UX

Start Date: ASAP

The Role

We are seeking a Technical Support Engineer – UX to act as a customer advocate, providing expert technical support to users and administrators of a complex SaaS platform. You will manage and resolve technical issues, ensure customer satisfaction, and contribute to best practice development for support services.

This role offers the opportunity to become a subject matter expert in specific product areas, create automation scripts for faster troubleshooting, and deliver knowledge sessions to peers globally. You will work closely with customers and internal teams to troubleshoot, resolve, and provide root cause analysis for technical issues, while maintaining high standards of documentation and case management.

Key Responsibilities

• Troubleshoot and resolve technical issues related to UX and platform performance.
• Act as a customer advocate, ensuring high satisfaction levels.
• Develop and deliver technical knowledge sharing sessions.
• Create scripts to automate troubleshooting and repetitive tasks.
• Support application development and issue resolution within the ServiceNow Platform.
• Maintain case hygiene and clear documentation.
• Participate in weekend on-call rotation.

Skills & Experience Required

• Experience providing SaaS support.
• Application development experience on the ServiceNow Platform.
• UI development or support experience (CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile app development).
• Knowledge of relational databases (MySQL, Oracle).
• Experience with Linux/Unix or Microsoft Server environments.
• Strong communication skills, both written and verbal.
• Ability to handle complex issues, escalations, and work effectively under pressure.
• Team player with strong collaboration skills.

How to Apply:

Please submit your CV detailing relevant UX, SaaS support, and platform troubleshooting experience.

*Rates depend on experience and client requirements

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