Senior Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and become a key member 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 leverage your expertise in the ServiceNow platform and various diagnostic tools to isolate and resolve issues. Furthermore, you will contribute to process and product improvements by providing valuable input across business units. This position offers a flexible work arrangement and a collaborative, inclusive work environment.

Requirements

• Minimum five (5) years of customer-facing technical support/application support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service
• Ability to read basic Java/JavaScript code
• Professional experience in using Splunk
• Working knowledge of database concepts, optimization, and queries

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, utilizing skills in 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

Preferred Qualifications

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

Benefits

• Flexible work arrangements
• Competitive compensation
• Generous benefits
• Professional atmosphere