Sr Tech Support Engineer

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:   

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.

The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills. We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible. The Senior Technical Support Engineer must be able to work outside of normal business hours (weekend shifts, holidays) as needed.

Qualifications

Required Skills

• 4+ years customer-facing technical support experience
• Ability to read basic Java/JavaScript code
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service
• Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.
• At least 1 year of ServiceNow admin/development/TSE experience.
• In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems
• Working knowledge of the components in a web applications stack
• Ability to act as a mentor to their peers and share knowledge through documentation and participate in various process improvement and product evaluation meetings.
• Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests
• Strong Experience with SQL based database systems
• Well-built experience in several development projects coding in Java or troubleshooting large applications built on Java
• Hands-on experience in one (or more) scripting languages: JavaScript preferred
• Proven ability to maintain focus and work effectively with uncompromising attention to detail
• Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset
• Excellent time management skills and must be able to work independently to provide workable solutions
• Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for quick solution.
• Ability to lead by example and enjoy working with other teams to help them troubleshoot potential issues. 
• Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems
• Identify and help resolve trends with application issues and knowledge gaps within the organization.

Desired Skills

• The following additional skills are preferred but not required:
• A fundamental understanding of IT service management and ITIL business process
• Prior ServiceNow Platform Implementation Experience 
• Exposure communicating technical issues at various levels of the organization
• Fluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Deep understanding of JavaScript
• Hands on experience in Linux and Unix
• 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
• TCP/IP, Networking knowledge
• Experience with Splunk
• Understanding of remote administration via SSH, SNMP, WMI, Powershell
• Strong Familiarity with Eclipse IDE

For positions in the Bay Area, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you 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 [email protected] 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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.