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 Senior Technical Support Engineer at ServiceNow plays a crucial role in providing exceptional customer support during critical technical issues. This position is integral to ensuring timely and effective case resolution, enhancing customer experiences, and contributing to the overall success of the ServiceNow platform. The engineer will utilize their technical expertise to troubleshoot and resolve customer inquiries, while also collaborating with various teams for complex cases.

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 technical issues.
• 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 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.

Nice-to-haves

• Experience with enterprise software application support.
• Understanding of SQL and database concepts.
• 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 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.