Senior Technical Support Engineer, ServiceNow
User Experience
Cloud-based digital workflows for enterprises
Job no longer available
Cloud-based digital workflows for enterprises
1001+ employees
Job no longer available
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- UI development or support experience
- Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development
- Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)
- Troubleshooting experience using browser developer tools
- Advanced knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus
- Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
- Good experience with relational databases (e.g. MySQL, Oracle)
- Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
- Experience using Linux/Unix OR Microsoft Server
- Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Personal commitment to quality and customer service
- Ability to multi-task and efficiently manage case backlog
- Should be a team player working efficiently in a collaborative environment
- Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
- Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner
What the job involves
- 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
- 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
- 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
- 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
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Founder & Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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