Senior Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and become a key part of a global team providing technical guidance to customers during critical issues. You will resolve technical cases, troubleshoot problems, and ensure timely and effective case resolution. Success in this role requires strong customer service skills, technical expertise in the ServiceNow platform, and the ability to explain complex solutions clearly. You will collaborate with other teams on complex cases and contribute to process and product improvements. The ideal candidate possesses 4+ years of customer-facing technical support experience and the ability to troubleshoot difficult technical issues. A commitment to quality and customer service is essential.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact)
• 4+ years of customer-facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service

Responsibilities

• Resolve technical cases created by customers seeking help with unexpected behaviors or technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, using skills such as building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies (web, chat, email, case updates, and direct telephone support)
• Understand the ServiceNow platform and all core functionalities, employing various diagnostic tools to isolate the potential cause of issues
• Diligently manage and resolve challenging issues, coordinating assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements based on your unique perspective from working on customer technical issues