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Sr Support Engineer

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

This is a long term need for supporting field rewards systems. This Sr. Support Engineer role plays a critical role in theteams's ability to continue to support our complex field compensation systems that has both modern and legacy systems in the mix.

This role will be responsible to ensure operational efficiency on the day to day operations of our systems and partner with digital product and solution delivery teams with system enhancements and modernization efforts. Mentor junior members on the team. Have strong desire to continuously learn and lead improvement efforts for maximum operational efficiency. Team is composed of both Onshore and Offshore resources, experience working with offshore/onshore resources is a plus. This role also requires strong interaction with our business partners on a regular basis.

Provide technical leadership to a team to drive application performance and availability to meet business needs, including on-call support, firefighting, monitoring, application checkouts, and deep engagement with all high priority incidents and problems - 24/7 (including nightly batch cycles, where needed)

  • Apply customer and engineering standard methodologies in order to analyze, design, develop, deploy and support software/monitoring solutions to drive strong performance and high availability to meet/exceed customer expectations.

  • Own and drive Customer engagement workflow, including technical analysis and resolutions for escalated incidents, service requests, and problems.

  • Champion for technology needs of business users, promote effective presence in business areas, proactive monitoring for issues impacting users, and drive cross-team engagement for long term resolution of issues

  • Create effortless customer experience via partnering to create an effective use of Self Service, Community and Knowledge Management for users, Tier1, and our teams.

  • Responsible for staying current and promoting enterprise standards, customer success and industry standards, technologies, methodologies and best practices

  • Build and maintain relationships across Development, Infrastructure, Product and other Support partners to deliver and improve the team's effectiveness and efficiency.

  • Participate in product planning, sizing, for application features to meet business needs and user expectations. Consult on right-sizing decisions, software solutions, and services design as a primary Voice of the Customer;

  • Conduct code evaluations and contribute to the innovation of software solution development for legacy functionality

  • Coach and mentor employees to deliver continuous improvement, and develop their professional skills and capabilities

Bachelor’s degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience

4-5 years of professional experience required

  • At least 4 years of professional operations, software engineering, debugging, analysis, and software documentation experience

  • Experience using a variety of continuous integration and deployment tools and concepts

  • 3+ years of experience with specific technical requirements/platforms will vary based on role (i.e. Front End, Back End, Cloud, .net, Java, Full stack)

  • Experience executing projects and efforts in variety of specific and broad SDLC methods (ie Kanban, SCRUM, waterfall, agile, etc)

  • Demonstrated understanding of application support and customer service industry standards, methodologies, best practices, and tools

  • Advanced programming skills

  • Ability to explain technical solutions to technical and non-technical teams

  • Possess a support and customer-centric mentality and attitude, along with a passion for learning and building on core business knowledge and technical base.

  • Problem-solving skills, ability to deal with ambiguity, sense of ownership and the ability to work with a limited set of requirements

  • Familiarity of Northwestern Mutual products, servicing, applications, systems and infrastructure.

  • Experience in customer support role (tech or non-tech) / helping resolve people’s issues.

  • Experience with DevOps processes and methodologies

  • Experience with Agile methodologies

If any of this excites you, we want to hear from you!

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


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