Senior Technical Support Engineer - Platform Tech

<h3>Company Description</h3><p>At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. </p> <p>With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.</p> <p>Learn more on <a href="https://blogs.servicenow.com/category/life-at-now.html">Life at Now blog</a> and <a href="https://www.youtube.com/playlist?list=PLtPPHGXv_JpmhypERyQKm5zO2Wd65QinB">hear from our employees</a> about their experiences working at ServiceNow.</p> <p>Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.</p><h3>Job Description</h3><p>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.</p><p>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.</p><p>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.</p><p>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.</p><p>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.</p><p><strong>What you get to do in this role:</strong><strong>  </strong> </p><ul><li>Manage and resolve challenging issues for ServiceNow partners and customers.</li><li>Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.</li><li>Gain an understanding of the ServiceNow platform and all core functionality.</li><li>Analyze data with a view to isolate the potential cause of the issue.</li><li>Involve others to accomplish personal and group goals.</li></ul><h3>Qualifications</h3><ul><li>4+ years customer facing technical support experience</li><li>Ability to troubleshoot difficult technical issues with ease and complexity</li><li>Ability to read basic Java/JavaScript code</li><li>Ability to explain solutions to complex technical problems</li><li>Personal commitment to quality and customer service</li></ul><h3>Additional Information</h3><p>ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.</p> <p>At ServiceNow, we lead with flexibility and trust in our distributed world of work. <a href="https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf">Click here</a> to learn about our work personas: flexible, remote and r