Senior Technical Support Engineer

The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. The role combines business and technical expertise with excellent communication and organizational skills. The ideal candidate has a strong background in Java, JavaScript, database technologies, and strong troubleshooting skills.

Requirements

• 4+ years customer facing technical support experience
• Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.
• In-depth understanding of how SaaS products work
• 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

Benefits

• We strive to create an accessible and inclusive experience for all candidates.
• 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.