[Hiring] Technical Support Engineer @ServiceNow

Role 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.
• Skills required include building trust, showing empathy, and excellent communication.
• Support will be provided through various technologies including web, chat, email, case updates, and direct telephone support.
• Understanding the ServiceNow platform and all core functionalities will be essential.
• Employ various diagnostic tools to isolate the potential cause of issues.
• Diligently manage and resolve challenging issues, coordinating assistance from additional teams for complex cases.
• Creative problem solving, a collaborative nature, and flexibility will be key to success.
• Support engineers also provide input across business units regarding process and product improvements.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 0-2+ 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.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.