Senior Technical Support Engineer

We are looking for a Senior Technical Support Engineer to join our Global Technical Support team. As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalations for the customer and providing technical guidance in addressing their business needs.

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
• Understanding and knowledge of the components in the web applications stack
• Understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Understanding and knowledge of Linux/Unix
• Very Strong Experience with relational databases (e.g. MySQL, Oracle)
• Strong commitment to own development by continuously updating knowledge, skills, and abilities
• Ability to understand problem statements and troubleshoot complex technical issues with ease
• Ability to take ownership and lead the investigation to resolve complex issues
• Ability to build a trustworthy reputation by honoring agreements and reliably following through on commitments
• Proven ability to maintain a professional demeanor when handling complex user issues
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Personal commitment to quality and customer service
• 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
• Team player attitude to work efficiently in a collaborative environment
• Ability to adapt to a fast changing environment

Benefits

• Competitive salary
• Opportunity to work with a global market leader
• Chance to be part of a fast-growing team
• Flexible work arrangements
• Opportunity to work on technical and non-technical projects
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
• 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