Support Engineer

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Summary

Primarily responsible for managing and maintaining the Zendesk platform within our organization. This includes monitoring and triaging all incoming tickets for the Zendesk Admin queue, coordinating with relevant teams, and ensuring timely resolution. They will handle the configuration, customization, and administration of Zendesk enhancements. Additionally, the person in this role will also have a strong focus on improving our knowledge and promoting self-service through the use of bots.

Primary Duties & Responsibilities

• Learn and apply customer and engineering best practices to support software/monitoring solutions to drive strong performance and high availability to meet/exceed customer expectations.
• Apply and support customer engagement workflow, including technical analysis and resolutions for incidents, service requests, and problems.
• Seek to understand and support the technology needs of users, proactive monitoring for business issues, and support effective resolutions of issues.
• Support effortless customer ...