Senior Technical Support Engineer - Platform Technologies

Senior Technical Support Engineer - Platform Technologies

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What You Get To Do In This Role:

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. 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.

This role is part of the Platform Technologies team, which is responsible for maintaining the platform and ensuring data integrity. The team's scope includes managing database-related issues (such as tables, columns, and data formats), handling upgrades, installing plugins, managing clones, generating reports, conducting performance analytics, integrating artificial intelligence, and providing tools and features that support developers in their daily work.

Responsibilities:

• Troubleshoot and resolve technical issues reported by internal and external customers.
• Maintain accurate case records, documentation, and customer files.
• Serve as a Customer Advocate, providing support to users and administrators of our platform.
• Apply knowledge of our platform, cloud technologies, and troubleshooting best practices to ensure successful resolution of complex technical challenges.
• Diagnose, resolve, and provide root cause analysis for ServiceNow product issues related to: upgrades, cloning, database tables, reporting, performance analytics, artificial intelligence, automated test framework, development tools, plugins, and applications.
• Manage customer expectations to ensure a high level of satisfaction.
• Maintain deep technical expertise in assigned product areas to better assist customers.
• Identify and recommend improvements to internal processes.
• Communicate effectively with customers and internal teams via cases, phone, and other electronic channels.
• Develop and contribute to knowledge base content to drive operational efficiency and empower customers.

Qualifications

Technical Skills That Will Lead To Your Success:

• Bachelor's degree in Computer Science or a related technical field, or 1+ years of relevant experience in a technical support environment.
• Foundational understanding of object-oriented programming languages (e.g., Java).
• Basic knowledge of web application components and architecture.
• Familiarity with scripting languages such as JavaScript, Python, Perl, Unix Shell, and Windows Shell.
• Working knowledge of Linux/Unix operating systems.
• Experience with relational databases (e.g., MySQL, Oracle).
• Strong commitment to ongoing learning and professional development.
• Ownership mindset with accountability for actions and outcomes.
• Reliable and trustworthy, honoring commitments and following through consistently.
• Ability to simplify complex concepts for better understanding.
• Excellent written and verbal communication skills for articulating technical solutions.
• Strong focus on quality and customer service.
• Resilience and persistence in achieving goals despite obstacles.
• Ability to manage multiple tasks and maintain efficiency in handling case queues.
• Flexible and adaptable to different situations.
• Collaborative team player with a positive approach.