Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and leverage your AI expertise to resolve technical cases for our customers. You will provide amazing customer support experiences, utilizing various communication channels and diagnostic tools. Understanding the ServiceNow platform and its core functionalities is essential. You will diligently manage and resolve challenging issues, collaborating with other teams when necessary. Creative problem-solving and flexibility are key to success. Additionally, you will contribute to process and product improvements by providing input across business units.

Requirements

• Have experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Have a bachelor’s degree in Computer Science or a related field (or equivalent degree and experience)
• Have 2+ years of experience providing customer-facing technical support (web-based products or e-commerce preferred)
• Be able to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting and PowerShell
• Have ability in server administration across OS platforms (Windows/Unix), including understanding of user permission levels, domain configuration, group policy objects, and execution of SUDO Policies
• Be proficient in remote administration via SSH, SNMP, WMI, and PowerShell
• Understand SNMP traps and MIBs/OIDs
• Be able to understand and modify XML, JSON, and Regular Expressions (RegEx)
• Have familiarity with AWS, Azure, VMware, Amazon EC2, including appropriate template types (ARM templates, CFT)
• Understand protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST
• Have experience with troubleshooting tools such as Wireshark and Traceroute
• Have a solid understanding of object-oriented programming skills (Java strongly preferred)
• Have a good understanding of database concepts
• Have a fundamental understanding of ITOM, CMDB, and ITIL business processes
• Possess strong troubleshooting/root cause isolation skills
• Demonstrate a creative problem-solving approach and strong analytical skills
• Be proficient with analyzing log files and standard debugging concepts
• Have excellent communication skills (verbal and written)

Responsibilities

• Resolve technical cases created by customers seeking help with troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, building trust, showing empathy, and using excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, and direct telephone support
• Employ various diagnostic tools to isolate the potential cause of the issue and diligently manage and resolve challenging issues assigned
• Coordinate assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements

Preferred Qualifications

• Have previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
• Have an understanding of JavaScript
• Have familiarity with Eclipse IDE
• Have previous experience in software development or software consulting
• Have experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising, and payment handling
• Have experience providing SaaS support