Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers using our innovative AI-enhanced platform. You will provide amazing customer support experiences, troubleshooting issues and answering technical questions about the ServiceNow software and platform via various communication channels. Understanding the ServiceNow platform and its core functionalities is essential, along with using diagnostic tools to identify and resolve issues. Collaboration with other teams may be required for complex cases. You will also contribute to process and product improvements by providing input based on your customer interactions. We value inclusivity and encourage applications from diverse backgrounds.

Requirements

• 0-2+ years of customer-facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Personal commitment to quality and customer service

Responsibilities

• Resolve technical cases created by customers seeking help with understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, using skills such as 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 assigned, 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 technical issues for customers

Preferred Qualifications

• Unique experiences
• Willingness to dream big