Hybrid Tech Support Engineer - Troubleshooting

Northwestern Mutual Investment Services, LLC; Franklin (WI); Hybrid; USD 61,000 - 91,000; Full time

Job summary

Northwestern Mutual is seeking a customer-focused technical support specialist to assist clients with domain-specific issues. You will document incidents, diagnose routine problems, and provide empathetic, timely resolutions.

The role emphasizes collaboration, knowledge sharing, and escalation when necessary. A degree in IT-related field and customer service experience are preferred, with a hybrid work setup in the United States.

Qualifications

• Associate or bachelor’s degree or related training in IT
• Customer-centric mindset and willingness to learn
• Strong verbal and written interpersonal skills
• Self-motivated with ability to work in a collaborative environment
• Technical and business aptitude
• Experience in a customer support role (technical or non-technical)

Responsibilities

• Follow customer support processes and document incidents with details
• Respond to inquiries and provide prompt solutions empathetically
• Analyze and diagnose routine issues using knowledge bases and tools
• Demonstrate foundational technical knowledge of supported apps and services
• Identify recurring trends and contribute to problem management
• Understand support level roles and escalate when needed

Skills

Customer focus

Troubleshooting

Incident management

Written communication

Verbal communication

Empathy

Problem analysis

Team collaboration

Adaptive learning

Technical aptitude

Customer support experience

Education

Associate or bachelor’s degree in computer science, information technology, MIS, or related field

Job description

Northwestern Mutual is seeking a customer-focused technical support specialist to assist clients with domain-specific issues. You will document incidents, diagnose routine problems, and provide empathetic, timely resolutions.

The role emphasizes collaboration, knowledge sharing, and escalation when necessary. A degree in IT-related field and customer service experience are preferred, with a hybrid work setup in the United States.