Senior Technical Support Engineer

Summary

Join ServiceNow as a Senior Technical Support Engineer and tackle challenging issues on the ServiceNow platform. This role blends technical expertise with strong communication and organizational skills, requiring proactive work and tactical engagement on critical issues. Collaborate with internal teams to ensure customer success, acting as the last point of escalation for technical support. Mentor other support engineers, perform case quality checks, and deliver training on new products. Analyze customer and team pain points to improve processes and actively engage with cross-functional stakeholders. Maintain technical expertise in assigned product areas and provide exceptional customer service. The ideal candidate possesses a strong engineering background, including experience with Java, JavaScript, and database technologies, and excels in troubleshooting and communication.

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
• Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues
• In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems
• Working knowledge of the components in a web applications stack
• Ability to act as a mentor to their peers and share knowledge through documentation and participate in various process improvement and product evaluation meetings
• Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests
• Strong Experience with SQL based database systems
• Well-built experience in several development projects coding in Java or troubleshooting large applications built on Java
• Hands-on experience in one (or more) scripting languages
• Proven ability to maintain focus and work effectively with uncompromising attention to detail
• Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset
• Excellent time management skills and must be able to work independently to provide workable solutions
• Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for quick solution
• Ability to lead by example and enjoy working with other teams to help them troubleshoot potential issues
• Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems
• Identify and help resolve trends with application issues and knowledge gaps within the organization

Responsibilities

• Provide guidance on prioritizing and creating efficient workflows to keep up with workload
• Mentoring & coaching other Support engineers
• Perform Case quality Checks to ensure cases are staying on track
• Learn & Deliver training on the new products
• Analyze & Identify Team/Customer Pain points by tracking feedback from customers, feedback from TSEs, and patterns in volume
• Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers
• Personal commitment to quality and customer service
• Frontend browser debugging experience required
• In addition, the Senior Technical Support Engineer addresses documentation and coding gaps using their knowledge to help support engineers as well as customers achieve their business goals
• While working directly with others to help resolve their issues, you are mentoring and providing a way to expand their knowledge across different subject matter areas
• You will ensure all issues are vetted before reaching the engineering team

Preferred Qualifications

JavaScript preferred