Workplace Experience Engineer (desktop & Office)

Workplace Experience Engineer (Desktop & Office) (APJ)

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalized digital experiences that connect the world. We empower the world's most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L'Oréal, Sitecore helps brands transform engagement through experiences that are not only personalized but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

About The Role:

We are seeking a Workplace Experience Engineer (Desktop & Office) to join our technical support team. This role plays a critical part in preparing, distributing, recovering, and auditing laptops and MacBooks, while providing technical support to end-users in alignment with Sitecore and Office IT requirements across the APJ region.

Your responsibilities will include managing service requests, resolving hardware and software issues, and ensuring smooth end-user technology (ET) operations and productivity throughout Sitecore. Occasional travel within the APJ region may be required.

Additionally, you will be expected to deliver exceptional customer service and actively contribute to continuous service improvement initiatives.

What You'll Do:

• Prepare, build, distribute, and manage laptops and MacBooks.
• Provide remote technical support to end-users globally across different functions, using both Windows laptops and MacBooks.
• Manage and update service tickets, ensuring timely resolution.
• Create and maintain knowledge base articles and documentation.
• Escalate complex or unresolved issues to senior engineers or third-party vendors.
• Manage and maintain service delivery in line with agreed SLAs.
• Build and maintain strong relationships with ET and functional teams to ensure ET-delivered services exceed Sitecorian productivity goals.
• Stay updated on trends in service delivery, emerging technologies, and external changes impacting user experience and support.
• Strive for continuous improvement of the workplace experience for Sitecorians.
• Provide excellent customer service via ServiceNow and Microsoft Teams.

What You Need to Succeed:

• Proactive, results-driven, and experienced in managing suppliers.
• Strong knowledge of Office 365 (Word, Excel, PowerPoint, etc.), Windows laptop configuration, and Apple products.
• Proficient in administering Microsoft 365, Azure, Intune, and ServiceNow, with hands-on experience leveraging Microsoft Copilot to enhance productivity, automation, and end-user support.
• Team-oriented professional with a focus on cooperation, knowledge sharing, and collective success.
• Curiosity and a willingness to continuously learn new technologies and tools (including AI).
• Strong problem-solving skills with the ability to prioritize tasks effectively.
• Excellent communication skills, with the ability to explain technical issues in clear, non-technical terms.
• Comfortable working in fast-paced, dynamic environments.
• Strong time management and organizational skills.
• Knowledge of automation tools or scripting is an advantage.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.

How We Hire:

At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.