It Corporate Support Technician

Description:

IT Corporate Support Technician - Level 2 IT Support Engineer

Summary:

Provide technical support for Corporate company and property stakeholders by supporting customer relationship management (CRM) marketing platforms to enable engineering teams and business users to operate efficiently with minimal disruption. This role will support CRM platform tooling – i.e. Braze, Sageflo Radiate, Smartling,

ServiceNow, etc. - and provide support for marketing technology initiatives. This role is a Level 2 IT support role and will require the support engineer to have deep support level knowledge of the marketing platforms and how best to provide support and management of the tooling.

Position Responsibilities:

• Serve as a Level 2 technical support for properties, brands, CRM, Marketing Operations, and internal engineering teams supporting CRM products.

• Provide primary support for Braze, Sageflo, Smartling tools, with additional support across marketing CMS and personalization products.

• Manage and respond to ServiceNow tickets including escalations from Level 1 support.

• Ensure timely resolution of service tickets related to access management, onboarding, platform configuration, training, and troubleshooting.

• Support user onboarding and offboarding, including permissions, access issues, and platform orientation.

• Train staff and stakeholders on CRM and marketing platform usage, processes, and best

practices.

• Act as a point of escalation to resolve complex technical issues, reducing interruptions to development teams and allowing engineers to remain focused on delivery.

• Assist with troubleshooting across integrations, environments, and user workflows in partnership with engineering teams.

• Collaborate closely with distributed teams and stakeholders, requiring strong communication skills and alignment with business users and subject-matter experts.

Experience And Qualifications:

• Must have experience supporting enterprise CRM and marketing technology platforms in a corporate environment.

• Experience with Microsoft O365, Citrix, Braze, Smartling, Sageflo, Active Directory, and enterprise ticketing systems (ServiceNow preferred).

• Strong experience providing Level 2 technical support, including issue triage, root cause analysis, and escalation management.

• Excellent customer service, communication, and stakeholder management skills required.

• Minimum of 3 years of large corporate enterprise IT support experience required.

• Demonstrated ability to support users across multiple teams, including properties, brands, and engineering organizations.

• Must have a genuine desire to provide a high level of customer service and enable others to be successful.

• Strong analytical skills, persistence, above-average communication skills, and the ability to work effectively as part of a team.

• Demonstrates patience, adaptability, and a methodical, disciplined approach to problem solving in fast-paced environments.

Education:

• Associate’s degree or relevant technical certification required; Bachelor’s degree preferred.