Service Desk Engineer

Department: Support

Location: Remote, USA

Compensation: $60,000 - $68,000 / year

Description

We provide our customers with technical product support 24/7/365. Reporting to the Service Desk Team Leader, you will be responsible for providing technical product support to users of our products and services. Within this role, you will also be responsible for the provisioning of these services.

You will work with a dynamic team, learn new skills, and make a positive impact on our clients’ businesses.

Schedules are published in advance, but we work in shifts. Shifts run Monday-Friday (times vary but may start as early as 0600 and end as late as 2200).

We are seeking someone passionate about technology, particularly in the SaaS and AI space, who possesses a strong problem-solving skill. The role involves providing exceptional support to our clients.

Key Responsibilities

• Technical Support: Provide technical Product support to customers, partners, prospects and internal users of our products and services. This role requires applying critical thinking to resolve complex issues. Demonstrate understanding of technical documentation that can be translated into user-friendly explanations and often explain best practices along with pros and cons.
• Impact Analysis: Analyze support tickets to determine impact and categorise them appropriately.
• Service Request: Perform service request fulfillment and provisioning activities, deliver the end-to-end process for timely provisioning. Interpret customer provisioning requirements and align those with system designs.
• Incident Management & Resolution: Apply Incident Management and resolution practices, including major and serious incident processes. Escalate issues to appropriate teams following established escalation procedures.
• Security Incident Management: Identify, log, and escalate Security Incidents and own until closure.
• User Access Requests: Process internal user access requests whilst aligning to our internal RBAC model.
• Service-Level Agreements: Work towards agreed Service-Level Agreements (SLA) to ensure resolution is provided to customers.
• Customer Service: Apply world-class service to all customer interactions. Be the voice of the customer by providing improvements to Product teams.
• Feedback & Communication: Contribute to weekly team meetings and feedback & knowledge sessions. Collaborate with other teams. Attend internal customer handover meetings to become the specialist within the team for that customer setup.
• Projects: Participate in side projects either at the department level or company level. Actively work towards team and Company Objectives and Key Results (OKR).
  
  

What You’ll Bring (Skills, Experience & Mindset)

Skills & Experience

Essential

• ITIL4 qualification (or equivalent), or can obtain within 15 months, and can demonstrate an understanding of Incident Management.
• 2 years’ experience working in a Service Desk environment
• ITSM tooling (FreshService or similar)
• Experience writing technical Knowledge Articles & troubleshooting steps.

Desirable

• Understanding of modern website types and commerce solutions
• Experience of Github, Bitbucket, REST API, GraphQL
• Understanding of AI (Machine Learning, LLM’s and Image Generation)

Mindset

• You are a self-starter, are passionate about solving problems and can take ownership of issues.
• You are flexible, have excellent communication skills, and possess a drive to succeed.
• Experience and a desire to work in a fast-paced, dynamic environment.
• You have a highly collaborative, adaptable approach and can cultivate an environment of trust, inclusion and belonging.
• You will use a variety of technologies, so we are looking for someone with an interest in technology and who wants to learn and develop.
• You are positive, proactive, and solution-focused.
• You have a global mindset and willingness to work across international time zones.
• Must be able to work any shift, including rotating shifts.
• Must be able to be part of the on-call rotation.
• Must be able to travel less than 10% of the time regionally and nationally for work related events.
  

What Success Looks Like

• Customers feel supported and confident in your care during critical moments.
• Responds to customers promptly with clarity, empathy, and professionalism
• Keeps customers informed throughout the lifecycle of their issue
• Translates complex technical details into simple, understandable language
• Maintains a positive attitude, even under pressure
• Issues are resolved efficiently and correctly, reducing repeat tickets.
• Demonstrates strong problem-solving skills and technical troubleshooting ability
• Understands the platform, tools, and systems well enough to diagnose efficiently
• Proactively learns new technologies and seeks to develop skills
• Uses monitoring tools, logs, and documentation to find root causes rather than applying quick patches
• Your communication boosts team efficiency, reduces risk, and prevents escalations.
• Dependable, consistent, and trusted to follow through
• Works effectively across Support, Engineering, Product, and Operations
• Shares knowledge openly, contributes to documentation and internal discussions
• Supports teammates and helps foster a collaborative culture
  
  

Benefits

So what’s in it for you? Aside from using some great technologies and working with smart friendly people who are very generous with their knowledge, we have a great set of benefits to recognise everybody’s individual needs.

Benefits for Amplience US employees are provided by Insperity. Full information available on request. Our benefits include:

• Medical, Dental & Vision
• Paid sick leave
• Employee assistance program
• Voluntary life Insurance
• Enhanced family leave
• 401k with company match
• Adoption assistance
• Benefits may vary by position and eligibility rules. If you have any questions please contact the Talent team.

Amplience fosters a business culture where ideas and decisions from all people help us grow, innovate, create and be relevant in a rapidly changing world. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Amplience UK Ltd. / Amplience, Inc. is an equal opportunity employer.

The US base salary range for this full-time position is $XXX bonus benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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