Technical Support Engineer

$87,700 - $136,000/Yr

ServiceNow - Santa Clara, CA

Full-time - Entry Level

Santa Clara, CA

Professional, Scientific, and Technical Services

About the position

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.
• Understand the ServiceNow platform and core functionalities.
• Employ diagnostic tools to isolate potential causes of issues.
• Manage and resolve challenging issues, coordinating with additional teams as necessary.
• Provide input across business units regarding process and product improvements.

Requirements

• Experience writing and debugging Object Oriented code (Java preferred, other relevant technologies accepted).
• Experience in scripting languages - JavaScript, Python, Unix Shell, etc.
• Experience with relational databases (e.g. MySQL, Postgres).
• Experience with OS - Linux, Unix, macOS.
• Excellent verbal and written communication skills.
• Ability to work well in a team environment.
• Strong personal commitment to quality and customer service.
• Ability to understand and communicate complex technical systems.
• Proven ability to maintain a professional demeanor when handling complex user issues.
• Demonstrated ability to perform under pressure.
• 0-2+ years customer facing technical support experience.
• Ability to troubleshoot difficult technical issues with ease and complexity.
• Ability to read basic Java/JavaScript code.

Nice-to-haves

• Personal commitment to quality and customer service.

Benefits

• Base pay of $87,700 - $136,000.
• Equity (when applicable).
• 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.