Technical Support Engineer, ServiceNow

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Customer facing Technical Support experience
• Advanced real-world experience of JavaScript. Expertise in other scripting languages also welcome (Python, Perl, Unix Shell, Windows Shell)
• Experience with relational databases (e.g. MySQL, Oracle)
• A fundamental understanding of ITSM, ITIL, or CMDB technologies
• Familiarity with Splunk tools
• Experience with the ServiceNow Platform preferred
• Experience with Mobile Applications is also preferred

• 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
• 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
• Please note that this role is for a team that works 24x7 shifts
• These rotational shifts, for which a shift differential is paid, include some working outside of business hours, including weekends
• Ability to troubleshoot multiple complex technical issues and communicate technical updates to customers
• Ability to contribute as part of a high performing team, while still being able to work independently.Excellent time management skills
• Personal commitment to quality and customer service
• Proven ability to maintain a professional demeanour when handling complex user issues

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time

Total funding: $83.8m

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.