Senior Technical Support Engineer, Platform Technologies

Job Description

The Global Technical Support team isdiverse, creative, fast-growing team! We provide technical support round the clock. Support Centersare located inAustralia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who havepassionfor technology, problem solving andeagerto help customers. We work with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.

As a Technical Support Engineer,you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.

• Manage and resolve challenging issues for ServiceNow partners and customers.
• 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.
• Gain an understanding of the ServiceNow platform and all core functionality.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.

Qualifications

• Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical supportorsoftware coding environment 
• Solid understanding of Object-oriented programming languages like Java.
• Working knowledge of the components in web applications stack.  
• Scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell.
• Experience with relational databases (e.g.MySQL, Oracle).
• Experience using Linux/Unix.
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues withease.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Personal commitment to quality and customer service.
• Ability to multi-task and efficiently manage the case queue.
• Should be a team player working efficiently in a collaborativeenvironment.

• Experience providing SaaS / PaaS support.
• Experience working with the ServiceNowPlatform.
• A fundamental understanding of ITIL framework.

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Additional Information

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date.VisitourCandidate FAQ pageto learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [emailprotected]for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office,including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to workwithin their state, province, region, or country of employment.