Sr Technical Support Engineer

Description:

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.

Please note that this role is for a team that works 24x7 shifts.

These rotational shifts, for which a shift differential is paid, include working outside of business hours 40% of the time, as well as regular weekend work.

Qualifications

Qualifications and technical skills that will lead to your success:
 

• Customer facing Technical Support experience.
• Advanced real-world experience of JavaScript.
• Ability to troubleshoot multiple complex technical issues and communicate technical updates to customers.
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience with relational databases (e.g. MySQL, Oracle)
• Ability to contribute as part of a high performing team, while still being able to work independently.
• Excellent time management skills.
• Personal commitment to quality and customer service.
• Proven ability to maintain a professional demeanour when handling complex user issues.
• Experience with ServiceNow Platform preferred.
   

Desired Skills:
 

• A fundamental understanding of ITSM, ITIL, or CMDB
• Advanced MySQL or Oracle experience
• Demonstrated proficiency with the following Technical Skills:
  • Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC)
  • Any bi-directional, automated integration between two systems
• Experience with Splunk