Support Engineer

Support Engineer

Associate I - Production Support

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

UST is searching for a Support Engineer who will provide first-level technical support for Care Management applications to business users.

The opportunity:

* Troubleshoot and resolve application-related issues including user access, functionality problems, and data discrepancies

* Assist users with basic troubleshooting (clearing browser cache, cookies, and temporary files)

* Guide users through log capture procedures for escalation purposes

* Support users with password resets, account unlocks, and access requests

* Provide training and guidance on application features and best practices

* Create and maintain user guides and knowledge base articles

* Log, track, and manage support tickets in ServiceNow

* Create and update Jira tickets for bug tracking and feature requests

* Maintain accurate documentation of issues, resolutions, and workarounds in Confluence

* Ensure tickets are resolved within defined SLA timeframes

* Provide regular status updates to end users and stakeholders

* Document troubleshooting steps and solutions for knowledge sharing

* Perform basic diagnostics on personal system issues affecting application access

* Troubleshoot browser compatibility issues

* Assist with network connectivity problems

* Identify and resolve common configuration issues

* Monitor application performance and report anomalies or recurring issues

* Escalate complex technical issues to L2/L3 support teams with detailed documentation

* Gain exposure to Care Management applications and healthcare industry workflows

* Develop expertise in ServiceNow, Jira, and Confluence platforms

* Build foundational knowledge of IT service management and support operations

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

* Experience supporting business applications in a corporate setting

* Proven track record of meeting SLA commitments and resolving issues within defined timeframes

* Experience working in a ticketing system environment

* Familiarity with L1/first-line support responsibilities and escalation procedures

* Hands-on experience with ticketing and incident management systems: ServiceNow, Jira

* Proficiency with documentation and knowledge management tools: Confluence

* Demonstrated ability to resolve common technical issues: browser cache clearing across multiple browsers, log file capture and analysis, basic network troubleshooting, system performance diagnostics

* Basic troubleshooting capabilities for personal system issues affecting application access, browser compatibility issues, network connectivity problems, common configuration issues

* Experience supporting healthcare or care management software systems (preferred)

* Knowledge of SQL for basic data queries (preferred)

* Familiarity with remote support tools (preferred)

* Excellent verbal and written communication skills

* Strong customer service orientation with patience and empathy

* Ability to explain technical concepts to non-technical users

* Strong organizational and time management skills

* Team player with ability to collaborate across departments

* Problem-solving mindset with attention to detail

* Ability to prioritize multiple tasks and manage time effectively

* ITIL Foundation certification or willingness to obtain (preferred)

* Understanding of Agile/Scrum methodologies (preferred)

* Familiarity with HIPAA compliance and data privacy regulations (preferred)

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Texas

Compensation Range: $48,000-$72,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST

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Production Support, Confluence, ITIL, Service Level Management, SQL, Scrum, Customer Support, ServiceNow