Technical Support Engineer

What you get to do in this role 

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 escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. 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.   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.

Specifically the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing troubleshooting resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and nontechnical projects.
• Communicating with customers and our teams through case phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.

Qualifications :

Skills and Experience 

• Must have 5 years of related experience within either application technical support or software development environment. 
• Must have experience in working with JavaScript development skill for the purposes of writing and troubleshooting
• Must have well developed experience implementing maintaining or supporting two (or more) of the following:
  • Strong knowledge on LDAP/Active Directory SSO or other authentication or user management systems (e.g. Azure AD Okta. SAML SiteMinder)
  • Strong understanding of Email Infrastructure (e.g. Exchange Office 365 Postfix)
  • Advance knowledge on Web Services (consuming or providing) (SOAP REST)
  • Data Extraction Technologies (e.g. JDBC ODBC) or ETL integrations
  • Strong working knowledge on Network infrastructure

Expected Capability

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.

• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
• Demonstrated ability to understand create and speak to use cases based on reported issues/problem statements to progress investigations and identify possible causes of the reported behaviour.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Personal commitment to quality and customer service.
• Ability to multitask and efficiently manage case backlog.
• Should be a team player working efficiently in a collaborative environment.
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding of business processes and customer needs promptly.
• Ability to drive bridge/ conference calls to achieve resolution of the issue while keeping varying level of stakeholders informed on the progress.
• Ability to work on highpriority cases with different regions via verbal or written handover process.
• Strong personal commitment to quality and customer service.
• Work in accordance with agreed KPIs.

Desired Skills

• ServiceNow Admin or Development experience is highly desirable.
• Strong knowledge on OAuth and OIDC.
• Experience providing SaaS / PaaS support.
• A fundamental understanding of ITIL framework
• Experience diagnosing performancerelated issues.
• Experience using tools like Splunk/Wireshark and understand of common SaaS cloud and onpremise 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.

Education

Bachelors in Computer Science (or related technical degree) preferred.

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 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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