About The Position
The SkillBridge participant will become part of the Customer Support team by assisting with Tier 1 support activities in ServiceNow and Zendesk, learning light AWS concepts relevant to troubleshooting, and helping ensure issues are accurately documented, triaged, and routed. This role provides hands-on exposure to enterprise support operations, escalation of workflows, and customer communication standards.
Requirements
- Understand our products at a Tier 1 support level
- Be able to intake, document, and triage support requests in ServiceNow and Zendesk
- Learn how and when to escalate issues to Tier 2/engineering
- Become comfortable with light AWS concepts used in support (e.g., basic console navigation, checking service health, understanding environments)
- Contribute to support documentation, checklists, and knowledge base content
- ServiceNow
- Zendesk
- Jira
- Confluence
- Splunk
- Purebred
- MobileConnect
- AWS (light)
Nice To Haves
- Independently handle Tier 1 support tasks in ServiceNow and Zendesk within the agreed upon scope
- Correctly document and triage issues, using appropriate fields, priorities, and statuses in both systems
- Follow established workflows for troubleshooting, escalation, and communication, including the use of light AWS checks where documented
- Contribute to improving documentation, checklists, and internal training resources related to ServiceNow, Zendesk, and basic AWS‑aware troubleshooting
Responsibilities
- Shadow Tier 1 support staff to learn end‑to‑end workflows in ServiceNow and Zendesk
- Assist with ticket intake, categorization, and status updates in both systems
- Follow documented runbooks and SOPs for common issues
- Prepare clean escalations to Tier 2 (with required details and artifacts)
- Help maintain and improve templates, checklists, and documentation under supervision
- Use AWS tasks as directed (e.g., checking dashboards, confirming environment status, pulling basic information needed for troubleshooting)
Benefits
- medical
- dental
- vision insurance
- parental leave
- life and disability packages
- 401(k) plan with employer-matching contributions
- performance bonus
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
