Senior Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and be part of a global team providing technical guidance to customers during critical issues. You will resolve technical cases, troubleshoot problems, and provide amazing customer support experiences. Success in this role requires strong communication, problem-solving skills, and a collaborative approach. You will utilize various technologies to assist customers and contribute to process and product improvements. The ideal candidate possesses 4+ years of customer-facing technical support experience and the ability to troubleshoot complex 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. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• 4+ years 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
• Troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support
• Employ various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues assigned
• Coordinate assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements