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.
This support engineer's SME team is the User Experience Team.
Qualifications
Technical skills that will lead to your success
- Bachelors or higher in Computer Information Systems or equivalent experience in a related field
- Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.
- Strong experience with AngularJS and GraphQL
- Strong experience working in Java or similar backend programming language
- Experience and understanding of Object Oriented Design
- Experience with relational databases such as MySQL, Oracle
- Working knowledge of the components in a web applications stack
- Familiarity with Linux, UNIX or other OS
- Basic knowledge and understanding of Network terminology.
- 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
- Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)
Desirable Skills and Experience
- Previous experience working with the ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros/Widgets)
- ServiceNow Certifications.
- Experience providing SaaS support
Why ServiceNow
ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.
Professionals we hire will be trained and mentored in the technologies mentioned above as appropriate by our senior staff and will work to support a growing base of customers globally.
We have a generous earning potential and the opportunity to expand your role in the company as we grow.
Work-life balance and well-being are our topmost priorities.
We offer flexible work arrangements.
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
