Tech Support Engineer

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 teamsto 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 bethe 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.

• Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Own and resolve all issues with a high standard of professionalism
• Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
• Suggest and implement improvements to internal processes and tools
• Work on technical and non-technical projects
• Effectively communicate with customers and internal teams via case, phone and other electronic methods
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
• Maintain impeccable case hygiene and customer related files and records
• Participate in the weekend support on-call rotation

Qualifications

• LDAP/Active Directory, SSO or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)
• Email Infrastructure (e.g. Exchange, Office 365, Postfix)
• Web Services (consuming or providing) (SOAP, REST)
• Network infrastructure
• Any bi-directional, automated integration between two systems
• Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
• Experience with relational databases (e.g. MySQL, Oracle).
• Experience using Linux/Unix OR Microsoft Server
• Ability to troubleshoot difficult technical issues with ease and complexity
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service

• Working knowledge of the components in a web applications stack.
• Experience in scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows Shell).

• Experience providing SaaS support
• Experience working with the ServiceNow Platform
• A fundamental understanding of ITSM or ITIL framework
• Experience diagnosing performance related issues.
• Experience in using tools like Splunk, Elk, and handling Network Devices & Load Balancers

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.