Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers using the ServiceNow platform. You will provide amazing customer support experiences, using skills in building trust, empathy, and excellent communication. Understanding the ServiceNow platform and its core functionalities is essential, as is employing various diagnostic tools to isolate 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 offers a chance to grow professionally while working with advanced technology and talented developers.

Requirements

• Have 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
• Have a bachelor’s degree in Computer Science or related field (or equivalent degree and experience)
• Have 2+ years providing customer-facing technical support (Web based products or e-commerce preferred)
• Demonstrate a creative problem-solving approach and strong analytical skills
• Be proficient with analyzing log files and standard debugging concepts
• Have familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management
• Have previous experience working with the ServiceNow platform (Service/Project Management, SLA Management, Service Catalog, Customer Service Management, Workflows & Approvals)
• Have experience troubleshooting web applications
• Have experience in troubleshooting JavaScript Code
• Have excellent communication skills (verbal and written)

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, as well as 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

• Have familiarity with Eclipse IDE
• Have previous experience in ITSM Implementation
• Have experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising and payment handling
• Have experience providing SaaS support

Benefits

• Competitive compensation
• Generous benefits
• Professional atmosphere
• Opportunity to grow professional careers