IT Support Technician - InstaJobAlert

Job Description

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.