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 strong technical skills and a commitment to customer service.

Requirements

• Experience integrating AI into work processes, decision-making, or problem-solving, including the use of AI-powered tools, workflow automation, and analysis of AI-driven insights
• 2–4+ years of customer-facing technical support experience
• Extensive hands-on experience developing applications using JavaScript in real-world production environments
• Strong Networking & Operating Systems experience (Windows/Linux)
• Proven ability to troubleshoot complex technical issues
• Ability to read basic Java/JavaScript code
• Strong commitment to quality and customer service
• Excellent written and verbal communication skills, with the ability to clearly articulate solutions to complex problems
• Effective team player who can also work independently
• Skilled in understanding and communicating complex technical processes
• Maintains professionalism when handling challenging user issues
• Excellent time management skills
• Consistent ability to work evenings and weekends

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 will be essential while employing 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

Preferred Qualifications

• A fundamental understanding of ITSM, ITIL, or CMDB
• Proficient in working with relational databases such as MySQL or Oracle
• Demonstrated proficiency with the following Technical Skills: Web Services (consuming or providing) (SOAP, REST)
• Data Extraction Technologies (e.g. JDBC, ODBC)
• Any bi-directional, automated integration between two systems