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 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.

Qualifications

Qualifications and technical skills that will lead to your success:

· 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 working 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 with the ability to clearly articulate solutions to technical problems.

· 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

*Employees must be able to work 8a-5p Monday – Friday. Flexibility is required during non-standard business hours including weekends and holidays on a rotational basis.

Preferred Skills:

· Experience with enterprise software application support

-Support Experience a Plus!

· Understanding of SQL and database concepts

-ServiceNow experience a Plus!

· A fundamental understanding of IT Service Management or business processes such as Human Resources, Project Management, Security or Customer Relationship Management.

Minimum Requirements:

· Bachelor's Degree (or equivalent working experience) in Computer Science (or related) with a min of 5-8 years’ experience in a professional setting.

· Master's degree in Computer Science (or related) nice to have

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $98,500 - $167,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan w