Senior Technical Support Engineer

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 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 understand 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.

Why ServiceNow

We make the world of work, work better for people including our own.

From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Making work better for our customers starts with our core values. Together, they guide our people to do the right thing no matter the circumstances.

Read more at our careers page- https://www.servicenow.com/careers.html

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate.

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. 

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