Senior Technical Support Engineer

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:   

The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform.

This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro-active work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with ServiceNow platform. This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist support engineers in need of assistance on complex issues.

Other duties and responsibilities of the Senior Technical Support Engineer include:

• Provide guidance on prioritizing and creating efficient workflows to keep up with workload
• Mentoring & coaching other Support engineers
• Perform Case quality Checks to ensure cases are staying on track
• Learn & Deliver training on the new products
• Analyze & Identify Team/Customer Pain points by tracking feedback from customers, feedback from TSEs, and patterns in volume
• Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Personal commitment to quality and customer service
• Frontend browser debugging experience required

In addition, the Senior Technical Support Engineer addresses documentation and coding gaps using their knowledge to help support engineers as well as customers achieve their business goals. While working directly with others to help resolve their issues, you are mentoring and providing a way to expand their knowledge across different subject matter areas. You will ensure all issues are vetted before reaching the engineering team.

The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills. We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible. The Senior Technical Support Engineer must be able to work outside of normal business hours (weekend shifts, holidays) as needed.

Qualifications

Qualifications and technical skills that will lead to your success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 4+ years customer facing technical support experience
• Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.
• In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.
• Working knowledge of the components in a web applications stack.
• Ability to act as a mentor to their peers and share knowledge through documentation and participate in various process improvement and product evaluation meetings.
• Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests
• Strong Experience with SQL based database systems.
• Well-built experience in several development projects coding in Java or troubleshooting large applications built on Java
• Hands-on experience in one (or more) scripting languages: 
• JavaScript preferred
• Proven ability to maintain focus and work effectively with uncompromising attention to detail.
• Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset
• Excellent t