Tech Support Engineer

Posted 26 days ago
Main Location
Santa Clara, CA, United States
Open jobs
Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Technical Support Engineers are responsible for managing and resolving the most challenging issues, understanding a broad range of technologies and working closely with the Development and Operations staff. This is a customer-facing role and therefore it requires strong customer service skills in addition to strong technical skills. In addition, Engineers must able to work outside of normal business hours.

What you get to do in this role:   

  • Manage and resolve challenging issues for ServiceNow partners and customers.
  • Resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
  • Gain an understanding of the ServiceNow platform and all core functionality.
  • Analyze data with a view to isolate the potential cause of the issue.
  • Involve others to accomplish personal and group goals.



Please note: To be eligible for this role, you must be an Australian resident or have appropriate working status in Australia. Please ensure this is indicated on your application. 

Technical skills

Base skills required for the role:

  • Scripting: Experience with object-oriented programming, specifically script debugging JavaScript (Java experience will be considered)
  • Linux/Unix System: Exposure to working with a Unix/Linux Server Command Line Environment and Shell Scripting
  • Database: Conceptual knowledge or working knowledge of databases, preferably MySQL or MariaDB
  • Windows Systems: Exposure to working with Windows Server, Active Directory, Exchange and PowerShell Scripting

Additional skills advantageous to have for the role:

  • Cloud, Automation & Virtualization: Working knowledge of one or more of the following: Microsoft Azure, Amazon Web Services, Google Cloud, VMWare, Hyper-V, SCCM, PowerShell, OpenStack, Puppet, Chef, and/or Ansible
  • Networking: Understanding of networking concepts and integration technologies
  • Monitoring Tools: Prior exposure to Event Monitoring Systems or Tools such as Netcool, SCOM, NAGIOS, Hyperic
  • Storage Technology: Background in managing EMC/NetApp/HP Storage Systems

Professional skills required for the role:

  • Previous experience in a customer facing support role
  • Excellent written and verbal communication skills
  • Demonstrated experience understanding and troubleshooting solutions in a complex technical environment
  • Ability to multi-task in a timely manner whilst collaborating with multiple teams
  • Proven ability to maintain a professional demeanor and customer focus when handling complex user issues


Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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Tech Support Engineer