Technical Support Engineer

Description:

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.

Qualifications

Qualifications and technical skills that will lead to success:
 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 2-4+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Personal commitment to quality and customer service
• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Experience in one (or more) of the following: JavaScript, CSS, HTML, XML
• Good experience writing or debugging JavaScript (or other object orientated languages)
• Good experience in using browser debug tools, i.e. F11 tools in IE, Firebug, Chrome developer tools, etc.
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex issues and technical processes
• Proven ability to maintain a professional demeanor when handling complex user issues and dealing with customers
   

Optional Skills
 

• A fundamental understanding of ITSM, ITIL, or CMDB
• Experience in one (or more) of the following: UNIX Shell, AJAX, ReactJS, GraphQL, Angular
• Basic experience administering: Linux/UNIX OR Microsoft Server