Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers using the ServiceNow software and platform. You will provide amazing customer support experiences, using skills in building trust, empathy, and excellent communication to answer customer questions and resolve issues through various technologies. Understanding the ServiceNow platform and its core functionalities is essential, as is employing various diagnostic tools to isolate the potential cause of issues. You will manage and resolve challenging issues, coordinating assistance from other teams when needed. You will also provide input on process and product improvements. This role requires a commitment to quality and customer service and experience in leveraging or critically thinking about how to integrate AI into work processes.

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
• 0-2+ years 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 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
• Employ 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