Senior Technical Support Engineer - Federal

ServiceNow • Orlando, FL

428d

About The Position

The Senior Technical Support Engineer at ServiceNow plays a crucial role in providing technical assistance to customers, ensuring timely resolution of issues related to the ServiceNow platform. This position emphasizes customer experience, requiring strong troubleshooting skills and the ability to communicate effectively with clients. The engineer will work collaboratively with various teams to address complex technical challenges and contribute to process improvements based on customer feedback.

Requirements

• Demonstrated ability to troubleshoot difficult technical issues.
• Strong experience and understanding of relational databases (e.g., MySQL, Oracle).
• Strong object-oriented programming skills (e.g., Java and JavaScript).
• Basic Linux experience and working knowledge of web application stack components.
• Basic understanding of dynamic HTML components such as CSS and XHTML.
• Ability to work well in a team environment and independently.
• Strong commitment to quality and customer service.
• Excellent written and verbal communication skills to articulate solutions to complex problems.
• Ability to work with high-value customer administrators and developers.
• Excellent time management skills.

Nice To Haves

• Experience with federal government clients or environments.
• Familiarity with ServiceNow platform functionalities.

Responsibilities

• Resolve technical cases created by customers regarding unexpected behaviors or technical questions about the ServiceNow software and platform.
• Provide exceptional customer support experiences through various communication channels including web, chat, email, and telephone.
• Utilize diagnostic tools to isolate potential causes of issues and manage challenging cases effectively.
• Collaborate with additional teams for complex cases requiring further assistance.
• Provide input across business units regarding process and product improvements based on technical issues encountered.

Benefits

• Flexible work environment
• Work-life balance
• Opportunities for professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees