Technical Support Engineer

Forbes Technical Consulting; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Forbes Technical Consulting is seeking a Level 2 technical support specialist focused on CRM and marketing technology platforms. You will provide support to engineering teams and business users, ensuring minimal disruption through deep platform knowledge and effective collaboration.

The ideal candidate has 3+ years of enterprise IT support experience, strong skills in issue triage and escalation management, and hands-on experience with Braze. Excellent communication and stakeholder management skills are essential.

Qualifications

• 3+ years of enterprise IT support experience in a large corporate environment.
• Hands-on experience with Braze is highly preferred.
• Proven ability to support users across multiple teams.

Responsibilities

• Serve as Level 2 support for properties and marketing operations.
• Provide primary support for Braze and marketing tools.
• Manage and respond to ServiceNow tickets.

Skills

Enterprise IT support experience

Hands-on experience with Braze

Issue triage

Root cause analysis

Escalation management

Excellent communication

Tools

Braze

Salesforce Marketing Cloud

Job description

Overview

Level 2 technical support role focused on CRM and marketing technology platforms. Serves engineering teams and business users across corporate and property stakeholders, ensuring minimal disruption through deep platform knowledge, ticket management, and cross-functional collaboration

Responsibilities

• Serve as Level 2 support for properties, brands, marketing operations, and internal engineering teams across CRM products


• Provide primary support for Braze, Sageflo Radiate, and Smartling; secondary support across marketing CMS and personalization tools


• Manage and respond to ServiceNow tickets, including escalations from Level 1 support, ensuring timely resolution


• Handle user onboarding and offboarding — permissions, access management, and platform orientation


• Train staff and stakeholders on CRM and marketing platform usage, processes, and best practices


• Act as escalation point for complex issues, reducing interruptions to development teams


• Troubleshoot across integrations, environments, and user workflows in partnership with engineering

Requirements

• 3+ years of enterprise IT support experience in a large corporate environment


• Hands-on experience with Braze is highly preferred. Experience with comparable platforms (such as Salesforce Marketing Cloud) would also be acceptable.


• Strong Level 2 support skills: issue triage, root cause analysis, and escalation management


• Proven ability to support users across multiple teams including properties, brands, and engineering


• Excellent communication and stakeholder management skills