Senior Technical Support Engineer

ServiceNow is looking for a Senior Technical Support Engineer to join their Global Technical Support team. The team provides technical support around the clock and is responsible for managing and resolving challenging issues and escalations for customers. The ideal candidate will have a passion for technology, problem-solving, and be eager to help customers. The role requires weekend work and bank holiday work at times when coverage is needed.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment
• Good understanding of Object-oriented programming languages like Java
• Strong experience with relational databases (e.g. MySQL, Oracle)
• Ability to understand problem statements and troubleshoot complex technical issues with ease
• Ability to take ownership and lead the investigation to resolve complex issues
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Ability to remain focused on achieving key goals, even in the face of obstacles and setbacks
• Ability to multi-task and efficiently manage the case queue
• Ability to respond to different situations with an appropriate level of flexibility
• Ability to operate in a demanding and high pressure environment

Benefits

• Opportunity to become a Subject Matter Expert in assigned areas of product functionality
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting
• Suggest and implement improvements to internal processes
• Work on technical and non-technical projects
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers