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 diligently manage and resolve challenging issues, coordinating assistance from additional teams when needed. Creative problem-solving, collaboration, and flexibility are key to success. Support engineers also contribute to process and product improvements by providing input across business units.

Requirements

• 4+ years customer-facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Familiarity with networking concepts and troubleshooting
• In-depth knowledge of Web Services
• In-depth knowledge of email server configurations and protocols
• In-depth knowledge of authentication and authorization concepts
• Familiarity with relational databases
• Ability to explain solutions to complex technical problems
• 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 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
• Employ 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
• Utilize creative problem-solving, a collaborative nature, and flexibility
• Provide input across business units regarding process and product improvements

Preferred Qualifications

Ability to speak and read Spanish or Portuguese

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs