Senior Technical Support Engineer

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.

As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalations for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex ServiceNow platform and Product issues. You will be the voice of the customer in the ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements. As part of this team, you will be expected to learn our product suite as it continues to grow, so you can best understand and support how our customers make use of our platform.

Responsibilities

• Customer Advocate providing support to users/administrators of our platform.

• Contributing to the growth of best practices for the delivery of support services.

• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.

• Assess, troubleshoot, resolve and provide root cause analysis for ServiceNow Product issues.

• Manage customers' expectations and experience in a way that results in high customer satisfaction.

• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.

• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

• Maintain impeccable case hygiene and the Ability to multitask and efficiently manage case backlog.

• Handle incoming phone calls for existing and new customer issues.

• Able to support multiple different applications and products of the ServiceNow platform.

Skills and Experience

Must have 5+ years of related experience within either application technical support or software development environment.

• Demonstrated creative problem-solving approach and strong analytical skills

• Must be proficient in analysing log files and standard debugging concepts.

• Familiarity with tools & practices of the trade, such as incident management, knowledge base, defect & escalation management.

• Previous experience working with any platform that supports applications like Incident, Problem and Change Management, Project Management, SLA, and On Call.

• Experience in troubleshooting SaaS/web applications

• Experience in troubleshooting JavaScript Code.

• Excellent communication skills (verbal and written)

• Experience in any other scripting language, for example. - Python, Perl, Unix Shell, Windows Shell

Desired Skills

• ServiceNow Admin or Development experience is highly desirable.

• Previous experience in ITSM Implementation

• Experience providing SaaS / PaaS support.

• A fundamental understanding of the ITIL framework

Education

Bachelor's degree in computer science (or related technical degree) or 5+ years of related experience within technical support or software coding environment.

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 and their assigned work location. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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.

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