Support Engineer

Northwestern Mutual Data Science Institute; 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

About the Role:

Provide domain-specific technical help to our customers. Help with troubleshooting and resolving routine customer-facing incidents and requests related to specific technology products and services in a domain.

What You'll Do:

• Follow customer support processes and best practices to open and resolve customer incidents and requests. Properly documents incident details including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes. Collaborates with team members to link the incident to problem records.
• Respond to customer inquiries and provide prompt solutions to their technical issues. Help customers in a professional and empathetic manner.
• Analyze and diagnose common or routine issues. Effectively use knowledge bases and provided troubleshooting tools to provided solutions or workarounds.
• Shows foundational technical knowledge and business acumen of the applications and services supported.
• Finds recurring customer-facing trends and pain points in the incidents they work on and collaborates with team members to follow the problem management process.
• Understands the roles and responsibilities of different support levels and knows when to elevate incidents.

What You'll Bring to the Role:

• Associate or bachelor’s degree in computer science, information technology, management information systems, or related field; or a focused training program specific to information technology; or direct work experience
• Have a customer-centric mindset and a passion for learning and building on core technical and business knowledge.
• Strong interpersonal skills both verbally and written.
• Self-motivated and able to succeed in collaborative environment
• Technical aptitude and general business aptitude.
• Proficient in technical skills for the role. Able to logically analyze and solve customer technology issues.
• Experience in a customer support role that was either technical or non-technical.

#LI-Hybrid

Compensation Range:

Pay Range - Start: $60,880.00

Pay Range - End: $91,320.00

Geographic Specific Pay Structure:

Structure 110: $66,960.00 USD - $100,440.00 USD

Structure 115: $70,000.00 USD - $105,000.00 USD

We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do.

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

Skills

Data Literacy (NM), Release Management, Application Security (NM), Application Performance & Maintenance (NM), Business Application Solutions (NM), Learning Agility & Critical Thinking (NM), Collaborative Partnership & Planning (NM), DevOps & Delivery (NM), Customer Centricity (NM), Cloud Platform Engineering (NM), Software Problem Solving, Analytical Thinking (NM), Technical Problem Solving (NM), Software Development (NM), Strategic & Systems Thinking (NM), Adaptive Communication (NM), Root Cause Analysis (NM)