Support Engineer

About the role

Key Responsibilities: Monitor and manage support mailboxes and user requests. Log, track and manage support tickets to ensure SLA compliance. Triage incidents and escalate complex issues to the L2/AMS team. Coordinate with technical teams to ensure timely issue resolution. Communicate with end users on issue status and resolution timelines. Maintain support documentation, runbooks and knowledge base articles. Support recurring governance and compliance activities. Preferred Skills & Experience: IT Helpdesk / Application Support / L1 or L2 Operations experience. Familiarity with one or more of the following platforms: Salesforce CRM / Marketing Cloud Workato UiPath Workday (Cumulus) Tableau Slack Experience with ITSM tools such as ServiceNow, Jira or equivalent. Good communication and stakeholder management skills.