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 unexpected behaviors, and answer technical questions about the ServiceNow software and platform. Success in this role requires providing amazing customer support experiences, building trust, showing empathy, and excellent communication. You will utilize various technologies, including web, chat, email, case updates, and direct telephone support. Understanding the ServiceNow platform and its core functionalities is essential, along with employing diagnostic tools to isolate issues. You will also contribute to process and product improvements by providing input across business units.

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 seeking help with unexpected behaviors or technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, 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 the issue
• 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