Senior Technical Support Engineer

$98,500 - $167,500/Yr

ServiceNow - Santa Clara, CA

Full-time - Mid Level

Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Support Engineer at ServiceNow plays a crucial role in providing technical support to customers during critical issues, ensuring timely and effective case resolution. This position focuses on delivering exceptional customer experiences by troubleshooting technical problems related to the ServiceNow platform, utilizing various communication channels. The role requires a strong understanding of the platform's functionalities and the ability to collaborate with other teams for complex issues, while also contributing to process and product improvements based on customer interactions.

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 effective communication and problem-solving skills.
• Utilize diagnostic tools to isolate potential causes of issues and manage challenging cases diligently.
• Coordinate with additional teams for assistance on complex cases as needed.
• Provide input across business units regarding process and product improvements based on customer interactions.

Requirements

• Bachelor's Degree in Computer Science or related field with 5-8 years of professional experience.
• Demonstrated ability to troubleshoot technical issues using various browser and desktop tools.
• Working knowledge of web application stack components.
• Ability to read/program/understand Java, JavaScript, and SQL.
• Experience with dynamic HTML components such as AJAX, JavaScript, CSS, XML, HTML, XHTML.
• Proficiency in Object-Oriented programming languages (Java or C++).
• 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 SQL queries.
• Logical and technical troubleshooting skills.

Nice-to-haves

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

Benefits

• Base pay range of $98,500 - $167,500 plus equity and variable 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.