Technical Support Engineer - UX

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers using the ServiceNow platform. You will provide exceptional customer support, troubleshooting issues via various channels and employing diagnostic tools. Understanding the ServiceNow platform and its core functionalities is essential. You will collaborate with other teams on complex cases and contribute to process and product improvements. The role requires 0-2+ years of customer-facing technical support experience and the ability to troubleshoot technical issues. A commitment to quality and customer service is crucial.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact)
• 0-2+ 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 with troubleshooting unexpected behaviors or answering technical questions about 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 web, chat, email, case updates, and direct telephone support
• Understand the ServiceNow platform and all core functionalities, employing various diagnostic tools to isolate the potential cause of issues
• Diligently manage and resolve challenging issues, coordinating assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements based on your perspective from working on customer technical issues

Benefits

• Base pay of $87,700 - $136,000, plus equity (when applicable), variable/incentive compensation
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• Matching donations
• Flexible time away plan
• Family leave programs