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, building trust, showing empathy, and employing excellent communication skills across various technologies. You will utilize diagnostic tools to isolate issues, manage challenging cases, and collaborate with other teams when needed. Furthermore, you will contribute to process and product improvements by providing input based on your unique customer interaction perspective. This role requires 4+ years of customer-facing technical support experience and the ability to troubleshoot complex technical issues.

Requirements

• 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 looking for help to understand or troubleshoot unexpected behaviors or to 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
• Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers
• ���客様の資産や情報をServicenowプラットフォームと連携するアプリケーション、および連携された情報をServicenowプラットフォーム上で活用する機能の問題を解決します。
• Windows serverやLinux, ネットワーク、Java, Javascriptなどのスキルを用いて問題を解決します。