Tech Support Engineer

Do you thrive on solving complex technical challenges?

Are you passionate about technology and eager to make a real impact by ensuring seamless operations for users?

About the Role:

As a Tech Support Engineer, you will be the primary contact for production support escalations, ensuring timely resolutions by collaborating with tech teams. You will review and triage tickets, manage customer escalations, monitor process fidelity, and recommend improvements. Your role also involves tracking progress, handling documentation requests, and facilitating solutions for team challenges.

About the Team:

Elsevier’s Nursing and Health Education offers a high growth portfolio through a set of comprehensive offerings across the student journey. We have taken our world-class medical content, digitized it, and made it actionable and accessible to students in diverse modalities including simulation and virtual technologies.

Responsibilities:

• Acting as the primary point of contact for institutional escalations related to production support, ensuring timely responses and resolutions by collaborating with relevant tech teams.
• Reviewing and triaging incoming production tickets, ensuring proper assignment to the appropriate products and squads.
• Collaborating with engineering squads to actively manage and resolve customer escalated tickets efficiently, which escalating complex issues to Squad Leads when necessary.
• Conducting daily monitoring of process fidelity on production tickets, identifying gaps and ensuring adherence to best practices and established SLAs.
• Anticipating and identifying barriers to process adherence, recommending iterations to enhance squad engagement.
• Monitoring progress against success metrics, escalating risks and issues during Triage team retrospective
• Following up on outstanding action and documentation requests from the Triage team to streamline workflows and maintain team velocity.
• Provide categorization tracking support for issues as required and assisting with ad hoc requests beyond the roadmap scope to support leadership needs.
• Managing disagreements or challenges that arise within technology teams and facilitating the development of mutually agreeable solutions.

Qualifications:

• Be proficient in Jira and Confluence for ticket management and documentation and have familiarity with best practices for support ticket processes.
• Have an understanding of software development methodologies (e.g., Agile, Waterfall) and relevant agile ceremonies.
• Show proven problem-solving skills involving coordination and resource management with internal and external technology resources for complex project issues.

• Have exceptional communication and documentation abilities.  Be detail-oriented with the ability to synthesize risks and opportunities for mitigation.
• Foster innovation by encouraging new ideas from staff and promoting accountability among stakeholders.  Have experience writing training manuals, help guides, and other support materials
• Be proficient in data analysis and reporting tools such as EazyBI, PowerBI, or Tableau with having basic understanding of full stack development.

• Have experience in the development, quality management, or maintenance of large-scale technology offerings.
• Have technical Support experience including dealing with customers directly and diagnosing & troubleshooting complex technical issues.

• Have a Bachelor's degree (or equivalent) in Information Technology, Engineering, Business, or a related field.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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