Senior Technical Support Engineer

Join the Global Technical Support team as a Technical Support Engineer and enable customers with your passion and knowledge of the ServiceNow Platform. Resolve technical issues, maintain case hygiene, and provide customer advocacy.

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
• A good understanding of Object-oriented programming languages like Java
• An understanding and knowledge of the components in the web applications stack
• An understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• An understanding and knowledge of Linux/Unix
• A Very Strong Experience with relational databases (e.g. MySQL, Oracle)
• A strong commitment to own development by continuously updating knowledge, skills, and abilities
• The ability to understand problem statements and troubleshoot complex technical issues with ease
• The ability to take ownership and lead the investigation to resolve complex issues
• The ability to build a trustworthy reputation by honoring agreements and reliably following through on commitments
• A 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
• A personal commitment to quality and customer service
• The ability to remain focused on achieving key goals, even in the face of obstacles and setbacks
• The ability to multi-task and efficiently manage the case queue
• The ability to respond to different situations with an appropriate level of flexibility
• The ability to operate in a demanding and high presssure environment
• A team player attitude to work efficiently in a collaborative environment
• The ability to adapt to a fast changing environment

Benefits

• Work on technical and non-technical projects
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
• Suggest and implement improvements to internal processes
• 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