Senior Domain Support Engineer – Insurance Apps

Northwestern Mutual; Franklin (WI); Ibrido; USD 81.000 - 122.000; Tempo pieno

Descrizione del lavoro

Northwestern Mutual is seeking a skilled technical support professional to provide advanced domain-specific assistance. You will troubleshoot complex incidents, document outcomes, and collaborate with engineering and product teams across multiple domains.

You’ll use ITIL practices, service management tools, and a strong knowledge base to drive fast, accurate resolutions while advocating for customer needs. The role combines independent work with cross-functional teamwork in a hybrid setting.

Competenze

• Experience in incident, problem, and knowledge management with strong documentation.
• Domain knowledge across enterprise applications and services.
• Customer-focused approach and strong communication skills.
• Proficiency with ITIL practices and tooling for support and analytics.

Mansioni

• Open and resolve customer incidents using established processes.
• Link incidents to the right problem record and update knowledge bases.
• Provide expert solutions to complex technical issues for customers.
• Collaborate with Tier 1–3 teams to coordinate resolution efforts.
• Contribute to knowledge articles and proactively update documentation.

Conoscenze

Incident management

Problem management

Knowledge management

Domain expertise

Customer support

Customer centricity

Software problem solving

IT service management

Cross-functional partnering

Agile / Jira

Formazione

Bachelor’s degree in CS/IT/related field

Strumenti

ServiceNow

Zendesk

Dynatrace

ELK

Jira

Descrizione del lavoro

Northwestern Mutual is seeking a skilled technical support professional to provide advanced domain-specific assistance. You will troubleshoot complex incidents, document outcomes, and collaborate with engineering and product teams across multiple domains.

You’ll use ITIL practices, service management tools, and a strong knowledge base to drive fast, accurate resolutions while advocating for customer needs. The role combines independent work with cross-functional teamwork in a hybrid setting.