Technician jobs

IT Support Technician CRM & Marketing Platforms (Level 2 Support)

Position Overview

• Provide Level 2 technical support for enterprise CRM and marketing platforms across Client's global operations

• Focus on operational stability, user support, and issue resolution (not development or engineering)

• Support corporate, hotel, and brand users for marketing technology tools

Core Responsibilities

• Serve as Level 2 application support for CRM, marketing, and engineering teams

• Manage and resolve escalated ServiceNow tickets from Level 1 support

• Troubleshoot platform, access, configuration, integration, and user workflow issues

• Support onboarding and offboarding of users, including access provisioning and permissions

• Provide user orientation, basic training, and best practices for CRM and marketing platforms

• Support enterprise tools including Braze (strongly preferred), Sageflo Radiate, Smartling, ServiceNow, and marketing CMS

• Monitor, triage, and resolve ServiceNow incidents; escalate systemic issues as needed

• Collaborate with cross-functional teams (marketing, business, engineering) to ensure smooth platform operations

• Communicate effectively with both technical and non-technical stakeholders

• Ensure timely and accurate resolution of user and system issues to minimize disruption

Required Experience & Skills

• Minimum 3+ years enterprise IT support experience, preferably in large organizations

• Strong background in Level 2 application support and ticket escalation/management

• Experience supporting CRM or SaaS-based marketing technology platforms

• Hands-on with Microsoft O365, Active Directory, Citrix, ServiceNow (preferred), Braze (strongly preferred), Smartling, Sageflo Radiate

• Experience supporting user access, onboarding, and system troubleshooting

• Excellent communication, customer service, and cross-team collaboration skills

• Experience in hospitality, retail, financial services, or healthcare environments preferred

• Comfortable working in a fast-paced, high-volume, process-driven support environment

• Ability to work independently in a fully remote setting

Ideal Candidate Attributes

• Highly customer-focused and reliable support professional

• Quick, accurate, and patient issue resolution skills

• Strong troubleshooting and analytical abilities

• Effective communicator with both technical and business users

• Comfortable with high ticket volume and multiple team support

Work Environment

• 100% remote, supporting global enterprise users

• Fast-paced, high-volume ServiceNow ticketing environment

• Collaboration with marketing, CRM, and engineering teams

Summary

This role is responsible for Level 2 support of CRM and marketing platforms, ensuring smooth user operations, quick troubleshooting, and minimizing escalations to engineering. The position requires strong technical support skills, customer service focus, and experience with enterprise marketing technologies, all delivered in a fully remote, high-volume support environment.