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Product Support Engineer

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Who We Are
Magnit is the evolution of work. Serving hundreds of the world's most recognizable brands for the past 30+ years, Magnit offers the industry's first holistic platform for the modern workforce. Magnit's integrated workforce management (IWM) platform supported by data, software, intelligence, and best-in-class services team is key to our clients' success. It can adapt quickly to regional or industry economic shifts, and provides the speed, scale, flexibility, transparency, and expertise required to meet an organization's contingent workforce management, talent strategy and broader organization goals. At Magnit, you'll work with passionate colleagues who collaborate and deliver meaningful results that positively transform the largest companies around the globe.

About the Role
This position supports the success of Magnit by adding a necessary value in servicing our clients. This is an exciting career opportunity for someone who values advancement, growth, and high-quality work.

The Production Support Engineer will provide Level 2 technical support for our web-based enterprise-level application (Magnit VMS) as well as monitor and take lead on complex and escalated L2 cases. In addition, create and maintain Standard Operating Procedures in Service Now on technical processes followed in VMS.

What You Will Do
     Support internal and external users of Magnit's VMS proprietary application
     Primary POC to guide and coach team members on VMS knowledge, best practices, and scripts
     Escalation or Back up for management when out of the office
     Review and sign-off on complex one-off scripts created as needed
     Review tickets that qualify for bug creation before JIRA created as bandwidth allows
     Mentor new hires
     Maintain trouble ticket tracking database
     Follow up with users, provide feedback and see tickets through to resolution
     Recommend process improvements
     Serve as escalation point (Level 2) for helpdesk incidents that cannot be resolved via the UI
     Custom data extracts/bulk uploads to support various business units
     Correct backend data issues
     Diagnose, troubleshoot, reproduce and document technical issues so that they can be escalated to Level 3 as needed
     Support new and existing client expansion implementations

What You Will Need
     Reading and understanding of Java, JSP and JS (preferred)
     5 years' work experience in providing helpdesk support/Level 2 SAAS application support
     Strong user-facing, customer service and communication skills
    Advanced troubleshooting, analytical and multi-tasking skills
     Advanced knowledge of Oracle SQL, PL/SQL
     Intermediate Excel knowledge
     Light Linux command line

What Magnit will Offer You
At Magnit, you'll be joining an innovative, high-growth environment and can quickly make an impact to help transform the largest companies in the world. You'll work with passionate colleagues who collaborate and deliver. Magnit offers all employees the opportunity for growth and development, and we want individuals to fulfill their potential and blaze their own trails!

If this role isn't for you
Stay in touch, we will let you know when we have new positions on the team.
To see a complete list of our open career opportunities please visit  

To do our best work we need different viewpoints. Therefore, we celebrate diversity and embrace inclusion.
As an equal opportunity employer, we are dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all.