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 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 employing excellent communication skills. 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 using diagnostic tools to isolate issues. You will also contribute to process and product improvements by providing input across business units.

Requirements

• Bachelor’s degree in Computer Science or a related technical field, or 1+ years of relevant experience in a technical support environment
• Foundational understanding of object-oriented programming languages (e.g., Java)
• Basic knowledge of web application components and architecture
• Familiarity with scripting languages such as JavaScript, Python, Perl, Unix Shell, and Windows Shell
• Working knowledge of Linux/Unix operating systems
• Experience with relational databases (e.g., MySQL, Oracle)
• Strong commitment to ongoing learning and professional development
• Ownership mindset with accountability for actions and outcomes
• Reliable and trustworthy, honoring commitments and following through consistently
• Ability to simplify complex concepts for better understanding
• Excellent written and verbal communication skills for articulating technical solutions
• Strong focus on quality and customer service
• Resilience and persistence in achieving goals despite obstacles
• Ability to manage multiple tasks and maintain efficiency in handling case queues
• Flexible and adaptable to different situations
• Collaborative team player with a positive approach

Responsibilities

• Troubleshoot and resolve technical issues reported by internal and external customers
• Maintain accurate case records, documentation, and customer files
• Serve as a Customer Advocate, providing support to users and administrators of our platform
• Apply knowledge of our platform, cloud technologies, and troubleshooting best practices to ensure successful resolution of complex technical challenges
• Diagnose, resolve, and provide root cause analysis for ServiceNow product issues related to: upgrades, cloning, database tables, reporting, performance analytics, artificial intelligence, automated test framework, development tools, plugins, and applications
• Manage customer expectations to ensure a high level of satisfaction
• Maintain deep technical expertise in assigned product areas to better assist customers
• Identify and recommend improvements to internal processes
• Communicate effectively with customers and internal teams via cases, phone, and other electronic channels
• Develop and contribute to knowledge base content to drive operational efficiency and empower customers