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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.

Summary

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

Primary Duties and Responsibilities

  • Own and drive Customer engagement workflow 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.

  • Stay current and promote enterprise standards, customer success and industry standards, technologies, methodologies and best practices

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

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

Qualifications

  • 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 mindset 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

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W e 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.

If you work or would be working in Colorado or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


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