Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers seeking help with the ServiceNow software and platform. You will provide amazing customer support experiences, utilizing strong communication and problem-solving skills. Leverage various technologies, including web, chat, email, and phone support, to answer customer questions and resolve issues. Employ diagnostic tools to identify the root cause of problems and manage challenging cases, potentially coordinating with other teams for complex issues. Contribute to process and product improvements by providing input based on your unique customer interaction perspective. This role requires a commitment to quality customer service and experience troubleshooting technical issues.

Requirements

• Minimum 2+ 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

Responsibilities

• Resolve technical cases created by customers seeking 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

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 (an advantage)