Job Description

<h3>Job Description</h3><p>The Staff Technical Support Engineer will be part of a global organization entrusted as a technical resource to guide customers through critical issues and ensure timely and effective case resolution. Supporting engineering and customer experience is paramount to daily efforts. ServiceNow support engineering is integral to the success and well-being of our customers.</p><h3>Responsibilities</h3><ul><li>Resolve technical cases created by customers looking for help to understand and troubleshoot unexpected behaviors.</li><li>Answer technical questions regarding the ServiceNow software platform.</li><li>Provide amazing customer support experiences using skills that include building trust, showing empathy, and excellent communication.</li><li>Resolve issues using various technologies, including web chat, email, case updates, and direct telephone support.</li></ul><h3>Requirements</h3><p>An understanding of the ServiceNow platform core functionalities is essential, employing various diagnostic tools to isolate the potential cause of issues. The engineer is expected to diligently manage and resolve challenging issues. The role may require coordinating with additional teams for complex cases. Creative problem-solving and a collaborative nature are key to success.</p><h3>Qualifications</h3><p><strong>Technical Skills:</strong> 6+ years of customer-facing technical support expertise. Ability to troubleshoot multiple difficult technical issues with ease of complexity. Advanced understanding of JavaScript, TCP/IP, and networking knowledge. Ability to read advanced Java/JavaScript code and exposure to broader infrastructure services, operating systems, and hardware networking. Ability to discuss issues with the customer and development team to provide solutions for customer cases.</p><p><strong>Personal Commitment:</strong> A personal commitment to quality customer service.</p><h3>Additional Info</h3><p>ServiceNow is an Equal Employment Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, nationality, ancestry, age, disability, gender identity, expression, marital status, veteran status, or any category protected by law. ServiceNow leads with flexibility and trust in a distributed world of work. If you need to learn about work personas, flexible remote work requirements, or need reasonable accommodations to complete part of the application process due to limited ability or inability to access and use the online application process, you may contact us at talent.acquisition@servicenow.com for assistance. For positions requiring access to technical data, be aware that they are subject to export control regulations, including Export Administration Regulations (EAR). ServiceNow may obtain export licensing approval from the U.S. Government, and employment may be contingent upon this approval. Please note that fraudulent job postings/job scams are increasingly common. Click to learn how to protect yourself from genuine ServiceNow job postings found on the ServiceNow Careers site. Fortune © 2022 Fortune Media IP Limited rights reserved. Used under license by Fortune. Fortune Media IP Limited is not affiliated and does not endorse the products or services.</p><p>Learn more through the Life blog and hear employees' experiences working at ServiceNow. If unsure if you meet the qualifications for this job description but are deeply excited about the role, we still encourage you to apply. ServiceNow is committed to creating an inclusive environment where voices are heard, valued, and respected. We welcome candidates, including individuals from non-traditional and varied backgrounds, who might not come from a typical path but are connected to this role. We believe that skills and experiences are transferable, and the desire to dream big makes great candidates.</p>