Digital Support Engineer

As a Digital Support Engineer, you will be a key player on the University of Utah Marketing and Communication’s Digital Team, reporting directly to the Associate Director of Digital Research and Operations. This role is instrumental in providing an exceptional user support experience for our university’s web and digital community. We are looking for a customer-service-oriented candidate who offers a strong blend of technical expertise and a proven track record in web support operations, accessibility, and training., Digital Accessibility & ADA Compliance:

• Conduct comprehensive web audits to scope, diagnose, and remediate accessibility bugs.
• Evaluate digital experiences using manual testing techniques, assistive technologies (e.g., NVDA, JAWS, VoiceOver), and automated accessibility testing tools. Document findings and support teams in resolving issues before launch.
• Remediate PDFs, documents, and design files to meet WCAG 2.1/2.2 AA standards.
• Serve as an consultant on ADA compliance and WCAG requirements to help create accessible digital experiences.
• Collaborate with developer teams to seamlessly integrate remediation processes into existing workflows.
• Train campus partners on digital accessibility and brand compliance.

Bug & Issue Resolution:

• Serve as a point of contact for technical inquiries from clients, upholding a high standard of customer service.
• Collaborate with senior support engineer to troubleshoot and resolve complex technical issues.
• Efficiently diagnose and resolve a wide array of technical bugs and issues for multiple clients within a dynamic, fast-paced operational setting.
• Maintain the ticketing system to ensure effective issue tracking and management.

Internal System Maintenance:

• Maintain internal knowledge management systems.
• Manage and update support documentation systems tailored specifically for designers and senior developers and support teams.

Training & Development:

• Conduct comprehensive training sessions for diverse client groups on core WordPress principles and the functionalities of our digital theme components.
• Facilitate the onboarding, ongoing training, and skill enhancement of web editors, content managers, developers, and other cross-functional team members.
• Collaborate with the Associate Director to formulate and execute group training initiatives.

If you possess excellent interpersonal skills and thrive in a fast-paced environment supporting cross-functional teams, you will be a great fit for this role., EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). Web Administrator, II: Requires a bachelor’s (or equivalency) + 4 years or a master’s (or equivalency) + 2 years of directly related work experience., * Education: Bachelor’s degree in computer science, Information Systems, or a related field

• Accessibility: Expert level knowledge and experience in digital accessibility, including a solid foundation in WCAG 2.1/2.2 AA requirements and practical experience using assistive screen readers (NVDA, JAWS, VoiceOver) and keyboard-only navigation.
• Web Support: 3+ years of experience in web development support with a proven track record of successful projects, plus 2+ years of experience in technical support roles.
• CMS: 2+ years of experience working within a Content Management System (WordPress strongly preferred).
• Tools: 1+ years of experience using technical testing and support tools.
• Industry Experience: Experience working in a fast-paced digital agency environment. Prior experience in higher education is highly preferred.
• Leadership: Proven experience conducting training sessions for large groups. Relies on experience and judgment to plan and accomplish goals.

Technical Skills

• Development: Strong hands-on coding skills with proficiency in HTML, CSS, JavaScript, PHP, and WordPress.
• Compliance: Strong hands-on and coding skills of web accessibility principles with a proactive willingness to stay updated on emerging standards.
• Workflow: Basic knowledge of GitHub and WP Engine pipelines.
• Operations: Proficiency in documentation and ticketing systems.

Key Traits We’re Looking For

• Fast & Careful: You pay close attention to details while responding quickly to user needs.
• Curious: You love to learn and are always looking for ways to refine your craft.
• Proactive: You take charge. You don’t wait for problems to happen; you actively hunt for solutions.
• Resilient: You keep your cool and handle high-pressure situations with patience and a calm attitude.
• Collaborative: You are a true team player who understands that we’re stronger when we work together.
• Humble: You’re open to listening, receiving constructive feedback, and changing course with ease.