Technical Support Engineer

What you get to do in this role: 

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.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such creative problem solving a collaborative nature and flexibility will be key to your success.

Lastly support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications :

Qualifications and technical skills that will lead to 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 AIs potential impact on the function or industry.

• Must have Bachelors degree in Computer Science or related field (or equivalent degree and experience)
      2 years providing customer-facing technical support (Web based products or e-commerce preferred)
      Candidates with lesser experience will be considered for appropriate roles. 

  In order to be successful in this role we need someone who has:
      Must  have experience installing implementing or maintaining one (or more) of the following:
  o    LDAP/Active  Directory
  o    SSO  (e.g. SAML SiteMinder)
  o    Email  Infrastructure
  o    Web  Services (consuming or providing) (SOAP REST)
  o    Data  Extraction Technologies (e.g. JDBC ODBC)
  o    Network infrastructure
      Any  bi-directional automated integration between two systems
      Working  knowledge of the components in a web applications stack
      Experience  writing or debugging Object Oriented code (Java preferred other relevant technologies ok)
      Experience  in one (or more) scripting languages: JavaScript Python Perl Unix Shell Windows Shell
      Experience  with relational databases (e.g. MySQL Oracle)
      Experience  administering: Linux/Unix OR Microsoft Server
      Excellent verbal and written communication skills
      Works well in a team environment
      Strong personal commitment to quality and customer service
      Ability to understand and communicate complex technical systems
      Proven ability to maintain a professional demeanour when handling complex customer & internal issues
      An understanding of ITSM ITIL or CMDB

   

  Preferred Skills:
      Previous experience working with the ServiceNow platform (in particular Authentication/Email/Web Service/Import/Export configurations)
      Experience working with cloud based software like Microsoft Azure Amazon Web Services Google Cloud Platform Okta 
      Familiarity with Eclipse IDE
      Experience troubleshooting and optimising web application performance
      Previous experience in software development or software consulting.
      Experience providing SaaS support is desirable.

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 and their assigned work location. 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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