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Job Type
Full Time
Job Details
Job Description What you get to do in this role: The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow. In this role, the support engineer will 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. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. (INSERT SME TEAM - IE UX, Performance - SPECIFICS HERE) Qualifications Qualifications and technical skills that will lead to your success:
- 6+ years customer facing technical support expertise
- Ability to troubleshoot multiple difficult technical issues with ease and complexity
- Advanced understanding of JavaScript
- TCP/IP, Networking knowledge
- Ability to read advanced Java/JavaScript code, with exposure to broader infrastructure services, operating systems, hardware, and networking
- Ability to discuss issues with the customer and development team and provide solutions to customer cases
- Personal commitment to quality and customer service
About the Company
ServiceNow
Santa Clara, CA, United States
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We deliver digital workflows that create great... Read more