.**Support Engineer**Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!**About the Role**In this opportunity as a Support Engineer, you will be responsible to:- Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.- Escalate unresolved issues to the appropriate internal teams (L2/L3 Support) with detailed documentation.- Maintain a detailed report of interactions, problems, and solutions in ServiceNow.- Assist in the creation and maintenance of knowledge base articles and FAQs.- Collaborate with team members to improve customer support processes and overall service quality.- Adhere to established service level agreements (SLAs) and performance metrics.- Participate in training sessions to stay updated on new products, technologies, and support best practices.**About You**You're a fit for the role if your background includes:- Proven experience as a support engineer or in a customer service role.- Familiarity with cloud computing., experience with network and database troubleshooting.- Excellent communication skills, both written and verbal.- Strong problem-solving skills and the ability to think analytically.- Ability to work independently and as part of a team.- Strong organizational skills and the ability to manage multiple tasks simultaneously.- Customer-oriented and patient demeanor.LI-AC1**What's in it For You?**You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:- ** Hybrid Work Model**: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected- ** Wellbeing**:Comprehensive benefit plans; flexible and supportivebenefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.- ** Learning & Development**: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.- ** Social Impact**: Ten employee-driven Business Resource Groups; two paid volunteer daysannually; Environmental, Social, and Governance (ESG) initiatives for local and global impact