Senior Technical Support Engineer

About the position

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow. 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.

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 various communication channels including web, chat, email, and telephone.
• Employ diagnostic tools to isolate potential causes of issues.
• Manage and resolve challenging technical issues, coordinating with additional teams as necessary.
• Provide input across business units regarding process and product improvements.

Requirements

• 4+ years customer facing technical support experience.
• Ability to troubleshoot difficult technical issues with ease and complexity.
• Ability to read basic Java/JavaScript code.
• Ability to explain solutions to complex technical problems.
• Personal commitment to quality and customer service.

Nice-to-haves

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.