Digital Support Engineer

Mondo • united states, united states, us • 2w ago

Job Summary: As a Digital Support Engineer, you will be the first line of defense for digital application issues across our newsrooms. You’ll research, diagnose, and troubleshoot issues on various platforms and work closely with users to provide timely resolutions. You’ll also create web pages and micro-sites based on provided designs, using HTML, CSS, and JavaScript. Additionally, you'll maintain our knowledge base, update tickets, and follow established processes, with opportunities to propose improvements. Being on-call for after-hours emergency issues one week per month is also part of this role.

Key Responsibilities:

Provide Tier 1 and some Tier 2 support, troubleshooting issues with digital applications such as websites, native apps, OTT platforms, CMS, etc.
Research, diagnose, and resolve issues, engaging with newsroom users and communicating issue status and resolution plans.
Update tickets in Jira (or other ticketing systems) according to established guidelines.
Follow processes and standards, and identify opportunities for improvement.
Work with an online database platform to create collection forms and display results on digital platforms.
Maintain an online knowledge base.
Create web pages or micro-sites for local sales or news initiatives using HTML, CSS, and JavaScript (designs provided).
Participate in a monthly on-call rotation for after-hours emergency support.

Must-Have Qualifications:

2-4 years of experience in a customer support role.
Proficiency in HTML and CSS.
Experience using Jira or other helpdesk/ticketing systems.
Strong time management, organizational, and communication skills (both written and verbal).
Experience in customer support, with the ability to communicate effectively with a wide range of people.
Associate’s or Bachelor’s degree OR 2-4 additional years of related experience.

Nice-to-Have Qualifications: