Senior Technical Support Engineer

5 days ago

Council of the City of Sydney, Australia Servicenow Full time
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. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing 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.

  • The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
  • The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed.
Qualifications

To be successful in this role, we need someone who has

  • 5+ years providing customer-facing technical support (Web-based products or e-commerce preferred)
  • Strong interpersonal communication skills
  • Well-developed experience implementing, maintaining, or supporting three (or more) of the following:
    • A fundamental understanding of ITSM, ITIL, or CMDB
    • Understanding of JavaScript.
    • Advanced MySQL / Postgres knowledge and hands-on experience (Oracle also helpful but optional)
    • Understanding of remote administration via SSH, SNMP, WMI, PowerShell.
    • JavaScript development skill for the purposes of writing and troubleshooting
      • Computer Science degree or equivalent and/or related professional experience

Desirable Skills and Experience

  • ServiceNow Admin or Development experience is highly desirable.
  • Experience providing SaaS / PaaS support.
  • Experience diagnosing performance-related issues.
  • Experience using tools like Splunk/Wireshark and understanding of common SaaS cloud and on-premise infrastructure components.
  • Java and PowerShell development skill for the purposes of troubleshooting.
  • Advance knowledge of the components in a web applications stack.
  • Experience with relational databases (e.g. MySQL, Oracle).
  • Experience using Linux/Unix OR Microsoft Server.
  • Strong knowledge on OAuth and OIDC.

NOTE: Due to the nature of work related to this position, employee will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.Learn more here.

Equal Opportunity Employer

ServiceNow 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, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

#J-18808-Ljbffr

  • Technical Process Engineer

    1 day ago

    Campbelltown City Council, Australia The Chemical Engineer Full time

    Unlocking Growth and Value CreationAbout Unilever Ice CreamWe are a leading ice cream company with a rich history of delivering exceptional customer experiences. Our purpose is to make life taste better through innovation, quality, and sustainability.We have a diverse portfolio of 35 brands, including Magnum, Wall's, and Ben & Jerry's, with a strong presence...

  • Senior Research Engineer

    1 week ago

    Council of the City of Sydney, Australia Department of Defence of Australia Full time

    EL 1 (S&T Level 5) - Senior Research Engineer$120,303 - $135,701 + up to 15.4% Superannuation (Includes scheduled March 2025 pay increase in accordance with the Defence Enterprise Collective Agreement 2024)Eveleigh - NSWThe RoleResearch Engineering's Maritime Engineering team is seeking a Senior Research Engineer to lead the design and production of bespoke...

  • Technical Support Engineer

    1 week ago

    Council of the City of Sydney, Australia ShopGrok Full time

    What You'll DoCustomer Support: Monitor our support inbox, respond to customer requests via email, and maintain our inbox zero standard across 50+ major customers.Product Improvement: Work with our development and data engineering teams to enhance the platform—fixing bugs, troubleshooting data issues, building support tools, and updating documentation.Data...

  • Senior Technical Support Engineer

    4 days ago

    Sydney, New South Wales, Australia Hobson Engineering Full time

    We are looking for a Senior Technical Support Engineer to join our team at Hobson Engineering. As a key member of our technical division, you will be responsible for providing engineering support to sales and distributors, as well as ensuring the smooth operation of our fastener testing lab.About UsHobson Engineering is a family-owned business established in...

  • Technical Support Specialist

    5 days ago

    Council of the City of Sydney, Australia Servicenow Full time

    Company OverviewFounded in 2004, ServiceNow is a global market leader that has revolutionized how organizations work. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower businesses to find smarter, faster, and better ways to operate.We are committed to making the world work better for everyone, and we're looking...

  • Senior Technical Engineer

    2 weeks ago

    Sydney, New South Wales, Australia NIDEC INDUSTRIAL AUTOMATION UK LTD Full time

    Senior Technical Engineer (for Nidec Industrial Automation Australia) Nidec Control Techniques is a leading supplier of intelligent drives for commercial & industrial motor control applications.Our products can help customers increase productivity, save energy and reduce operating costs.Nidec Control Techniques is where technology and engineering come...

  • Senior Technical Support Engineer

    1 day ago

    City of Greater Geelong, Australia Microsoft Full time

    With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their...

  • Chief Technical Project Manager

    2 days ago

    City of Wyndham, Australia Technical Moves Full time

    Job DescriptionWe are seeking a highly skilled Senior Architectural Technologist to join our team at Technical Moves in Cambridge. As a seasoned professional, you will play a crucial role in shaping the built environment through your technical expertise.The ideal candidate will possess a strong background in architectural design and project management, with...

  • Senior Software Engineer

    4 days ago

    Council of the City of Sydney, Australia Claim Central Group Full time

    About the role:We are looking for an experienced Senior Software Engineer to join the Wilbur software engineering team. This role focuses on the development of our existing Wilbur Software-as-a-Service product.We currently have one software engineering team in Australia. This position will work with any other stakeholders required to complete the development...

  • Senior Technical Support Engineer

    2 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Technical Engineer

    1 week ago

    The Hills Shire Council, Australia Platinum Technology Full time

    This range is provided by Platinum Technology.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range A$120,000.00/yr - A$130,000.00/yr ABOUT PLATINUM TECHNOLOGY Platinum Technology is a Cloud focused IT Managed Services and Enterprise Consulting organisation, who serves clients across the Asia...

  • Senior Technical Support Engineer

    4 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Technical Support Engineer

    2 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Technical Support Engineer

    6 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Technical Support Engineer

    2 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Architectural Design Lead

    2 days ago

    City of Wyndham, Australia Technical Moves Full time

    About the RoleAs a Senior Architectural Technologist at Technical Moves, you will be responsible for leading technical design efforts on various projects, from intricate refurbishments to ambitious new build schemes. Your expertise in Revit will enable you to deliver high-quality designs that meet the needs of our clients.We are seeking a candidate with a...

  • Senior Technical Support Engineer

    2 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Technical Support Engineer

    3 days ago

    Sydney, New South Wales, Australia NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.This role requires Australian citizenship status. We will be pursuing...

  • Senior Technical Support Engineer

    1 week ago

    Sydney, New South Wales, Australia Microsoft Corporation Full time

    Senior Technical Support Engineer - Azure Local (Stack HCI)Date posted: Mar 03, 2025Job number: 1811888Work site: Up to 50% work from homeTravel: 0-25%Role type: Technical SupportEmployment type: Full-TimeOverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate...

  • Senior Engineering Manager

    4 days ago

    Council of the City of Sydney, Australia Raytheon Australia Full time

    Raytheon Australia is a trusted capability partner delivering some of the most complex, innovative, and meaningful engineering projects for the Australian Defence Force. Right now, the company is experiencing exciting growth across the country, and we are looking for a dedicated and experienced Senior Engineering Manager to join our team.In this role, you...