**Company Overview**
Our journey began in 2004 in sunny San Diego, California, when visionary engineer Fred Luddy recognized the potential to revolutionize how we work.
Today, ServiceNow stands as a global market leader, delivering innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
Our intelligent cloud-based platform connects people, systems, and processes, empowering organizations to find smarter, faster, and better ways to work.
We are committed to making the world work better for everyone.
Job Description: Support Engineer
The Support Engineer is a critical member of our global organization, serving as a technical resource to guide our customers through complex issues and ensure timely case resolution.
In support engineering, customer satisfaction is paramount, and we strive to deliver exceptional experiences by building trust, showing empathy, and providing excellent communication.
As a Support Engineer, you will resolve technical cases created by customers seeking help with understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform.
A successful candidate will possess strong interpersonal skills, excellent communication, and technical abilities, including proficiency in web technologies, chat, email, case updates, and direct telephone support.
Key Responsibilities:
* Resolve complex technical cases for customers.
* Mentor junior team members in various technologies.
* Manage and resolve challenging issues for the ServiceNow Technical Support team, focusing on ServiceNow Technologies.
* Provide exceptional customer support experiences.
Qualifications:
* 5+ years of experience in customer-facing technical support (web-based products or e-commerce preferred).
* Strong interpersonal communication skills.
* Well-developed experience implementing, maintaining, or supporting three or more of the following: ITSM, ITIL, CMDB, JavaScript, MySQL/Postgres, remote administration via SSH, SNMP, WMI, PowerShell.
* Fundamental computer science degree or equivalent and/or related professional experience.
Desirable Skills and Experience:
* ServiceNow Admin or Development experience.
* Experience providing SaaS/PaaS support.
* Diagnostics of performance-related issues.
* Experience using tools like Splunk/Wireshark and understanding common SaaS cloud and on-premise infrastructure components.
About ServiceNow
We prioritize our people's well-being, happiness, and growth. Our benefits and culture encourage employees to stay healthy, engaged, and motivated.
At ServiceNow, we value inclusivity and welcome candidates from diverse backgrounds, including non-traditional paths.
We believe that unique experiences enrich our team and that the willingness to dream big makes an exceptional candidate.