Senior Technical Support Engineer

$98,500 - $167,500/Yr

ServiceNow - Santa Clara, CA

Full-time - Senior

Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Technical Support Engineer plays a crucial role in providing exceptional customer support by resolving technical issues related to the ServiceNow platform. This position involves guiding customers through critical issues, ensuring timely case resolution, and enhancing the overall customer experience. The engineer will utilize various diagnostic tools and collaborate with other teams to address complex cases, while also contributing insights for process and product improvements.

Responsibilities

• Resolve technical cases created by customers regarding unexpected behaviors or technical questions about the ServiceNow software and platform.
• Provide excellent customer support experiences through effective communication and empathy.
• Utilize diagnostic tools to isolate potential causes of issues and manage challenging cases diligently.
• Coordinate assistance from additional teams for complex cases as needed.
• Provide input across business units regarding process and product improvements based on customer interactions.

Requirements

• Demonstrated ability to troubleshoot technical issues using various browser and desktop tools.
• Working knowledge of the components in a web applications stack.
• Ability to read/program/understand Java, JavaScript & SQL.
• Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
• Proficiency with programming using Object-Oriented (Java or C++) languages.
• Excellent written and verbal communication skills.
• Ability to work with high-value customer administrators and developers.
• Excellent time management skills.
• Ability to read and write basic to intermediate database SQL queries.
• Logical and technical troubleshooting skills.
• Bachelor's Degree (or equivalent working experience) in Computer Science (or related) with a minimum of 5-8 years' experience.

Nice-to-haves

• Experience with enterprise software application support.
• Understanding of SQL and database concepts.
• ServiceNow experience is a plus.
• A fundamental understanding of IT Service Management or business processes such as Human Resources, Project Management, Security or Customer Relationship Management.

Benefits

• Base pay of $98,500 - $167,500, plus equity (when applicable) and variable/incentive compensation.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.