Technical Support Engineer

3 weeks ago

Sydney, New South Wales, Australia ServiceNow Full time
Service Now – Millers Point, New South Wales, Australia Technical Support Engineer Location: Millers Point, New South Wales, Australia Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work.
Service Now is a global market leader delivering AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
Our intelligent cloud-based platform connects people, systems, and processes to help organizations work smarter, faster, and better.
What you get to do in this role In this role, the Technical Support Engineer will resolve technical cases created by customers who need help understanding or troubleshooting unexpected behaviors or who have technical questions about the Service Now software and platform.
The role focuses on delivering excellent customer support experiences by building trust, showing empathy, and communicating effectively across web, chat, email, case updates, and phone support.
The engineer will employ diagnostic tools to isolate issues, manage and resolve problems, and collaborate with other teams as needed.
You will also provide input across business units on process and product improvements based on customer experiences.
Responsibilities Resolve customer technical cases related to understanding or troubleshooting the Service Now platform.
Provide outstanding customer support experiences via web, chat, email, case updates, and telephone support.
Understand the Service Now platform and core functionalities; use diagnostic tools to identify root causes.
Coordinate with additional teams for complex issues while maintaining ownership and timely communication.
Contribute to process and product improvements based on customer feedback and issues.
Qualifications Experience in leveraging or evaluating AI integration into work processes, decision-making, or problem-solving (AI-powered tools, automated workflows, or AI-driven insights).0-2+ years of customer-facing technical support experience.
Ability to troubleshoot difficult technical issues.
Ability to read basic Java/Java Script code.
Commitment to quality and customer service.
Equal Opportunity Employer Service Now is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
In addition, qualified applicants with arrest or conviction records will be considered in accordance with legal requirements.
Additional Information We strive to create an accessible and inclusive candidate experience.
If you require accommodations to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
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