Senior Technical Support Engineer

ServiceNow

4.7

(132)

Santa Clara, CA

Why you should apply for a job to ServiceNow:

  • 4.7/5 in overall job satisfaction
  • 4.7/5 in supportive management
  • 92% say women are treated fairly and equally to men
  • 91% would recommend this company to other women
  • 95% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Flexible PTO policy intended to empower full-time employees to balance their professional and personal lives.
  • ServiceNow offers to 20 weeks of paid parental leave and generous family leave.
  • Access to ServiceNow's Diversity, Inclusion and Belonging Community consisting of nine employee-led Belonging Groups.
  • #JB0054397

    Position summary

    ing, 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.

    Qualifications

    Qualifications and technical skills that will lead to your success:

    • Demonstrated ability to troubleshoot technical issues using various browser and desktop tools.• Working knowledge of the components in a web applications stack.

    • Ability to read/program/understand Java, JavaScript & SQL

    • Experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.

    • Proficiency with programming using Object-Oriented (Java or C++) languages

    • Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.

    • Ability to work with high-value customer administrators and developers.

    • Excellent time management skills.

    • Ability to read and write basic to intermediate database SQL queries

    • Logical and technical troubleshooting skills

    *Employees must be able to work 8a-5p Monday - Friday. Flexibility is required during non-standard business hours including weekends and holidays on a rotational basis.

    Preferred Skills:

    • Experience with enterprise software application support

    -Support Experience a Plus!

    • Understanding of SQL and database concepts

    -ServiceNow experience a Plus!

    • A fundamental understanding of IT Service Management or business processes such as Human Resources, Project Management, Security or Customer Relationship Management.

    Minimum Requirements:

    • Bachelor's Degree (or equivalent working experience) in Computer Science (or related) with a min of 5-8 years' experience in a professional setting.

    • Master's degree in Computer Science (or related) nice to have

    FD21

    Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

    For positions in this location, we offer a base pay of $98,500 - $167,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

    Additional Information

    Work Personas

    We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

    Equal Opportunity Employer

    ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

    Accommodations

    We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

    Export Control Regulations

    For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

    From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

    Why you should apply for a job to ServiceNow:

  • 4.7/5 in overall job satisfaction
  • 4.7/5 in supportive management
  • 92% say women are treated fairly and equally to men
  • 91% would recommend this company to other women
  • 95% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Flexible PTO policy intended to empower full-time employees to balance their professional and personal lives.
  • ServiceNow offers to 20 weeks of paid parental leave and generous family leave.
  • Access to ServiceNow's Diversity, Inclusion and Belonging Community consisting of nine employee-led Belonging Groups.