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.
Qualification & Experience
• Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)
• 5+ years providing customer-facing technical support (Web based products or e-commerce preferred)
• Candidates with lesser experience will be considered for appropriate roles.
In order to be successful in this role, we need someone who has:
• Must have experience installing, implementing, or maintaining one (or more) of the following:
o LDAP/Active Directory
o SSO (e.g. SAML, SiteMinder)
o Email Infrastructure
o Web Services (consuming or providing) (SOAP, REST)
o Data Extraction Technologies (e.g. JDBC, ODBC)
o Network infrastructure
• Any bi-directional, automated integration between two systems
• Working knowledge of the components in a web applications stack
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience in one (or more) scripting languages:
JavaScript, Python, Perl, Unix Shell, Windows Shell
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience administering: Linux/Unix OR Microsoft Server
• 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 technical systems
• Proven ability to maintain a professional demeanour when handling complex customer & internal issues
• An understanding of ITSM, ITIL, or CMDB
Preferred Skills:
• Previous experience working with the ServiceNow platform (in particular Authentication/Email/Web Service/Import/Export configurations)
• Experience working with cloud based software like Microsoft Azure, Amazon Web Services, Google Cloud Platform, Okta
• Familiarity with Eclipse IDE
• Experience troubleshooting and optimising web application performance
• Previous experience in software development or software consulting.
• Experience providing SaaS support is desirable.
Opportunity:
Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
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.
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