> Markdown version of [/jobs/ext/1240879-support-engineer](https://www.wearedevelopers.com/jobs/ext/1240879-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** Goddard, Inc. - **Location:** King of Prussia, PA, United States - **Experience:** Experienced - **Contract:** Franchise - **Skills:** Microsoft Windows, JIRA, Software Documentation, Multi-Factor Authentication, Virtual Private Networks (VPN), Networking Basics, Azure Active Directory, Microsoft SharePoint, Single Sign-On, EndPointSecurity, Wi-Fi Technology, Microsoft InTune, Information Technology, Servicenow - **Published:** July 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b615aea9fc3caaf4 ## About the Role * 3-5 years in an IT service desk, technical support, or customer-facing IT role * Hands-on experience supporting Microsoft 365, Windows endpoints, and identity/MFA workflows * Demonstrated ability to troubleshoot independently using documentation, logs, and structured problem-solving * Strong written and verbal communication skills; able to explain technical concepts in plain language to non-technical users * Comfort working in a ticketing/ITSM system (Freshservice, ServiceNow, Jira Service Management, or similar) with a strong sense of documentation discipline * Ability to prioritize and manage a queue of concurrent requests in a fast-paced environment Highly Desired * Bachelor's degree in Computer Science or related field is preferred * Experience in a customer service or customer support role outside of IT * Familiarity with ITIL concepts (incident, request, problem, change) * Exposure to franchise, multi-site, or distributed-user support environments * Customer-first Mindset: Approaches every interaction with the goal of delighting the customer, not just closing the ticket * Problem-Solving Orientation: Curious, resourceful, and willing to dig in when the answer isn't obvious * Communication & Relationship building: Communicates effectively at all levels and handles difficult conversations with grace, compassion, and composure * Job Knowledge & Personal Development: Stays current with industry practices and seeks out opportunities to grow * Flexibility & Dependability: Reliable, accountable, and able to adapt as priorities shift There will be periodic requirements to travel for in-person events at your manager's discretion or the company's requirement. ## Description The Support Engineer is a hands-on technologist and problem solver responsible for delivering high-quality technical support to The Goddard School franchise network and Goddard Systems (GSL) corporate employees. Working as part of a tight-knit Service Delivery team, the Support Engineer owns incidents and service requests end-to-end, from intake through diagnosis, resolution, and closure, while contributing to the team's broader objective: Delight the customer. The Support Engineer is expected to operate with autonomy on day-to-day support, exercise sound judgement on when to escalate, and bring IT background and problem-solving mindset to a fast-moving environment that supports more than 700 schools and a corporate user base. Responsibilities: Customer Support & Issue Resolution * Serve as a primary point of contact for IT support requests from Goddard School franchisees, school directors, school staff, and GSL corporate employees * Own incidents and service requests end-to-end in the ITSM platform (Freshservice): triage, diagnose, resolve, document, and close with clear, professional ticket notes and closure summaries * Understands the operational context of the franchise schools (enrollment, billing, workflows) well enough to prioritize issues by business impact, not just technical severity * Provide timely, structured updates to requesters using consistent communication pattern (what we know/next step/next update) * Deliver support across multiple channels - phone, email, Service Portal - with a consistently customer-first tone Technical Troubleshooting Across the GSL Stack * Troubleshoot and resolve issues across GSL's core technology platforms, including: + Identity & Access: Microsoft Entra ID, MFA, Conditional Access, SSO, account lifecycle (provisioning/deprovisioning) + Productivity: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) + Endpoints: Windows and macOS devices managed via Microsoft Intune; Defender for Endpoint + Franchise Applications: Franchise Management System (FMS) and related school-facing applications + Networking basics: Wi-Fi, VPN, ISP coordination at the user-support level * Coordinate effectively with Engineering, Infrastructure, Security, and vendor teams when issues exceed Service Delivery scope, maintaining clean handoffs and follow-through to closure Operational Excellence & Continuous Improvement * Contribute to the team's knowledge base by authoring and maintaining high-quality KB articles, runbooks, and job aids that improve consistency and reduce repeat tickets * Identify recurring issue patterns and propose practical process or automation improvements * Support the maturation of the ITSM environment (Freshservice), including workflow validation, UAT, and adoption of new categories, automations, and self-service capabilities * Maintain accurate categorization, prioritization, and documentation standards to support reliable KPI reporting (FCR, SLA, CSAT) High-Visibility & Incident Support * Participate in Priority 1 and Priority 2 incident response with a defined role (triage, communication, documentation, or coordination), executing assigned actions with clarity and calm under pressure * Handle high-visibility and executive support requests with appropriate urgency, professionalism, and follow-through Team & Stakeholder Engagement * Collaborate closely with Service Delivery Lead and peer Support Engineers as one team - sharing knowledge, covering for one another, and reinforcing a consistent customer experience * Build positive working relationships with franchisees, school staff, and corporate colleagues across all levels of the organization ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Going Beyond Passwords: The Future of User Authentication](https://www.wearedevelopers.com/videos/714-going-beyond-passwords-the-future-of-user-authentication) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [SSO with Ethereum and Next JS](https://www.wearedevelopers.com/videos/288-sso-with-ethereum-and-next-js) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)