Technical Support Engineer - Employee & Customer Management (ECM)

We are looking for a Technical Support Engineer to resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. The successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 2-4+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Personal commitment to quality and customer service
• Demonstrated ability to troubleshoot difficult technical issues
• Working knowledge of the components in a web applications stack
• Experience in one (or more) of the following: JavaScript, CSS, HTML, XML
• Good experience writing or debugging JavaScript (or other object orientated languages)
• Good experience in using browser debug tools, i.e. F11 tools in IE, Firebug, Chrome developer tools, etc.
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability to understand and communicate complex issues and technical processes
• Proven ability to maintain a professional demeanor when handling complex user issues and dealing with customers

Benefits

• Company Description: It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
• Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.