Senior Technical Support Engineer

ServiceNow is seeking a Senior Technical Support Engineer to join the Global Technical Support team. The successful candidate will be responsible for managing and resolving complex technical issues and providing technical guidance to customers. The role requires a passion for technology, problem-solving, and a strong commitment to customer service.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• A 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 commitment to own development by continuously updating knowledge, skills, and abilities
• Ability to understand problem statements and troubleshoot complex technical issues with ease
• 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
• Experience with relational databases (e.g. MySQL, Oracle)
• Strong experience with scripting languages (JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Good understanding of Linux/Unix

Benefits

• Flexible work arrangement
• 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