Technical Support Engineer

Summary

Join ServiceNow as a Customer Advocate, providing support to users and administrators of our platform. You will contribute to best practices for support service delivery, understand our platform and cloud technologies, and troubleshoot technical issues. Responsibilities include managing and resolving issues, performing root cause analysis, managing customer expectations, maintaining technical expertise, and becoming a Subject Matter Expert. You will share knowledge, automate tasks, mentor team members, improve internal processes, and communicate with customers through various channels. Creating knowledge base materials and maintaining case hygiene are also key aspects of this role. Weekend on-call support is required.

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
• UI development or support experience
• Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development
• Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)
• Troubleshooting experience using browser developer tools
• Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus
• Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Good experience with relational databases (e.g. MySQL, Oracle)
• Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience using Linux/Unix OR Microsoft Server
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Personal commitment to quality and customer service
• Ability to multi-task and efficiently manage case backlog
• Should be a team player working efficiently in a collaborative environment
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner

Responsibilities

• Customer Advocate providing support to users/administrators of our platform
• Contributing to the growth of best practices for delivery of support services
• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Manage and resolve all issues
• Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers
• Oportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers
• Share and deliver knowledge sessions with peers globally
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting
• Help in development and mentoring of team members in various technologies and ServiceNow Platform
• Suggest and implement improvements to internal processes
• Work on technical and non-technical projects
• Communicate with customers and our teams through case, phone and other electronic methods
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
• Maintain impeccable case hygiene and customer related files and records
• Participate in the weekend support on-call rotation

Preferred Qualifications

• Experience providing SaaS support
• Experience developing applications within the ServiceNow Platform
• Experience diagnosing performance related issues
• Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab