Technical Support Engineer - Service Management

Technical Support Engineer - Service Management

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:

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.

Qualifications

Qualifications and technical skills that will lead to success:

• Experience: 1+ years in a customer-facing technical support or troubleshooting role
• Troubleshooting: Demonstrated experience and ability to troubleshoot and resolve complex technical issues in a structured way
• Technical Skills:
  • Ability to read Java/JavaScript code (not required to write).
  • Ability to debug browser and HTML-related issues.
  • Familiarity with ServiceNow (preferred, but not mandatory).
  • Comfortable reading log files
• AI Awareness: Experience in leveraging AI tools, automating workflows, or critically evaluating AI's impact on processes.
• Mindset:
  • Strong critical thinking and "connect the dots" problem-solving.
  • Focused on taking ownership and initiative.
  • Commitment to quality and customer service.
  • Comfortable collaborating with engineers and working in technical environments.