Vacancy expired!
Job Description
The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centers are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have passion for technology, problem solving and eager to help customers. We collaborate 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 resolve customer issues 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.
What you get to do in this role:- 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
To be successful in this role you have:Bachelor's in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment
Advanced understanding of Object-oriented programming languages like Java.
Advanced knowledge of the components in web applications stack.
Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
Strong Experience with relational databases (e.g.MySQL, Oracle).
Strong 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.
Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).
Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.
Experience providing SaaS / PaaS support.
Experience working with the ServiceNowPlatform.
A fundamental understanding of ITIL framework.
Experience diagnosing application performance relatedissues.
Experience in developing, maintaining or supporting WebApplications.
Knowledge of command line tools for log analysis such as awk, grep, sed
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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.
If you are an individual with a disability and 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 +1 (408) 501-8550, or[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.
Vacancy expired!