Support Engineer

Northwestern Mutual; Franklin (WI); On-site; USD 61,000 - 91,000; Full time

Job summary

Northwestern Mutual in Wisconsin (Franklin) is seeking a customer-focused technical support professional to help customers troubleshoot and resolve routine incidents across our technology products and services in a defined domain.

You will document incident details, follow established processes, collaborate with team members, escalate when appropriate, and use knowledge bases and troubleshooting tools to provide clear solutions and a positive customer experience.

Qualifications

• Associate or bachelor’s degree in computer science, information technology, MIS, or related field, or equivalent training.
• Or a focused IT training program or related certification.
• Customer-centric mindset with a passion for learning and technical/business knowledge.

Responsibilities

• Follow customer support processes to open and resolve incidents and requests.
• Document incident details including issue, goal, type, application, updates, and resolution notes.
• Collaborate with teammates to link incidents to problem records and escalate when needed.
• Respond to inquiries and provide prompt solutions to technical issues.
• Use knowledge bases and troubleshooting tools to provide solutions or workarounds.
• Maintain professional and empathetic communication with customers.

Skills

Interpersonal skills

Self-motivated

Customer support

Technical aptitude

Problem solving

Written communication

Education

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

Focused IT training program or related certification

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. At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company over 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual. What started in Milwaukee, WI has grown into 7,000+ home office professionals split across 3 campuses: New York City, Franklin and downtown Milwaukee (HQ) - each one bringing with it its own unique talent and culture. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual as we are growing our digital and tech capabilities and are always on the lookout for bright, tech-savvy candidates.

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.