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 cause of issues. You will manage and resolve challenging issues, coordinating with other teams when necessary. You will also provide input on process and product improvements. This role requires a commitment to quality and customer service, and the ability to work collaboratively and flexibly.

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
• 2-4+ 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
• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Experience in one (or more) of the following: JavaScript, CSS, HTML, XML
• Good experience writing or debugging JavaScript (or other object-oriented languages)
• Good experience in using browser debug tools, i.e., F11 tools in IE, Firebug, Chrome developer tools, etc
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex issues and technical processes
• Proven ability to maintain a professional demeanor when handling complex user issues and dealing with customers

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 in building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies including 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 when working on technical issues for customers

Preferred Qualifications

• A fundamental understanding of ITSM, ITIL, or CMDB
• Experience in one (or more) of the following: UNIX Shell, AJAX, ReactJS, GraphQL, Angular
• Basic experience administering: Linux/UNIX OR Microsoft Server