Support Engineer

Northwestern Mutual

. Follow customer support processes and best practices to open and resolve customer incidents and requests .

Posted 10/9/2026full-timeFranklin • Wisconsin • United StatesMid-LevelSenior💰 $60,880 - $91,320 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical aptitude and customer-centric mindset, effectively analyzing and resolving customer incidents while collaborating with team members. Proficient in documenting incident details and utilizing troubleshooting tools to enhance customer support processes.

Highest-signal resume keywords

Customer Support ProcessesTechnical AptitudeIncident DocumentationProblem ManagementInterpersonal Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SkillsTroubleshooting ToolsIncident AnalysisBusiness Application SupportCustomer Technology Issue Resolution

Soft Skills

EmpathyCollaborationSelf-MotivationVerbal CommunicationWritten Communication

Tools & Technologies

Knowledge Bases

Certifications & Qualifications

Associate DegreeBachelor's Degree

Industry Keywords

Customer-Centric MindsetInformation TechnologyManagement Information SystemsCustomer Support Role

About the role

Key responsibilities & impact

Follow customer support processes and best practices to open and resolve customer incidents and requests
Document incident details, including the customer-perceived issue, customer goal, incident type, business application, work updates, and resolution notes
Collaborate with team members to link incidents to problem records
Respond to customer inquiries and provide prompt technical solutions
Help customers in a professional and empathetic manner
Analyze and diagnose common or routine issues
Use knowledge bases and troubleshooting tools to provide solutions or workarounds
Apply foundational technical knowledge and business acumen to supported applications and services
Identify recurring customer-facing trends and pain points and collaborate on problem management
Understand support-level responsibilities and know when to escalate incidents

Requirements

What you’ll need

Associate or bachelor’s degree in computer science, information technology, management information systems, or related field; or a focused training program specific to information technology; or direct work experience
Customer-centric mindset and passion for learning and building core technical and business knowledge
Strong interpersonal skills, verbally and in writing
Self-motivated and able to succeed in a collaborative environment
Technical aptitude and general business aptitude
Proficient in technical skills for the role
Able to logically analyze and solve customer technology issues
Experience in a customer support role that was either technical or non-technical