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 Global Technical Support team is a diverse, creative, fast-growing team! We provide technical support around the clock. Support Centers are located in Australia, India, Ireland, Japan, the Netherlands, the UK, and the US. We are looking for engineers who have a passion for technology, problem-solving and are eager to help customers.

As a 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. You will be the voice of the customer in 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.

This is a full-time position based on a flexible persona (office presence required 2 to 3 days a week), it requires weekend work (approximately one day every 4 weeks) and bank holiday work at times when coverage is needed. 

The Team:

You will be joining the team named Platform Technologies. The team is responsible for the platform and data integrity. As such, the team handles issues related to the database (tables, columns, data format), upgrades, plugin installations, clones, reporting, performance analytics, artificial intelligence, and all features supporting developers in their daily activities.

What you get to do in this role:

• Work on and resolve technical issues reported by internal and external customers.
• Maintain impeccable case hygiene and customer-related files and records.
• Customer Advocate providing support to users/administrators of our platform.
• Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
• Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.
• 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.
• Opportunity to become a Subject Matter Expert in assigned areas of product functionality.
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Suggest and implement improvements to internal processes.
• Work on technical and non-technical projects.
• Communicate with customers and our teams through case, phone, and other electronic methods.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

Qualifications

Qualifications and technical skills that will lead to your success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment.
• A good understanding of Object-oriented programming languages like Java.
• An understanding and knowledge of the components in the web applications stack.   
• An understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
• An understanding and knowledge of Linux/Unix.
• A Very Strong Experience with relational databases (e.g. MySQL, Oracle).
• A strong commitment to own development by continuously updating knowledge, skills, and abilities.
• The ability to understand problem statements and troubleshoot complex technical issues with ease.
• The ability to take ownership and lead the investigation to resolve complex issues.
• The ability to build a trustworthy reputation by honoring agreements and reliably following through on commitments.
• A proven ability to maintain a professional demeanor when handling complex user issues.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• A personal commitment to quality and customer service.
• The ability to remain focused on achieving key goals, even in the face of obstacles and setbacks.
• The ability to multi-task and efficiently manage the case queue.
• The ability to respond to different situations with an appropriate level of flexibility.
• The ability to operate in a demanding and high presssure environment.
• A team player attitude to work efficiently in a collaborative environment.
• The ability to adapt to a fast changing environment.

FD21

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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