Staff Tech Support Engineer, ServiceNow

• Any bi-directional, automated integration between two systems
• Working knowledge of the components in a web applications stack
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience administering: Linux/Unix OR Microsoft Server
• Demonstrated ability to troubleshoot difficult technical issues
• Ability to understand and communicate complex technical systems
• Excellent verbal and written communication skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Proven ability to maintain a professional demeanor when handling complex user issues

Desirable

• 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
• 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