Technical Support Engineer

Company Description
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.
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Qualifications
Skills and Experience

• Must have 2+ years of related experience within either application technical support or software development environment.
• Must have experience in working with JavaScript development skill for the purposes of writing and troubleshooting
• Must have well developed experience implementing, maintaining, or supporting two (or more) of the following:
  • Strong knowledge on LDAP/Active Directory, SSO or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)
  • Strong understanding of Email Infrastructure (e.g. Exchange, Office 365, Postfix)
  • Advance knowledge on Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
  • Strong working knowledge on Network infrastructure

Expected Capability

• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
• Demonstrated ability to understand, create and speak to use cases based on reported issues/problem statements to progress investigations and identify possible causes of the reported behaviour.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Personal commitment to quality and customer service.
• Ability to multi-task and efficiently manage case backlog.
• Should be a team player working efficiently in a collaborative environment.
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, of business processes and customer needs promptly.
• Ability to drive bridge/ conference calls to achieve resolution of the issue while keeping varying level of stakeholders informed on the progress.
• Ability to work on high-priority cases with different regions via verbal or written handover process.
• Strong personal commitment to quality and customer service.
• Work in accordance with agreed KPIs.

Desired Skills

• ServiceNow Admin or Development experience is highly desirable.
• Strong knowledge on OAuth and OIDC.
• Experience providing SaaS / PaaS support.
• A fundamental understanding of ITIL framework
• Experience diagnosing performance-related issues.
• Experience using tools like Splunk/Wireshark and understand of common SaaS cloud and on-premise infrastructure components.
• Java and PowerShell development skill for the purposes of troubleshooting.
• Advance knowledge of the components in a web applications stack.
• Experience with relational databases (e.g. MySQL, Oracle).
• Experience using Linux/Unix OR Microsoft Server.
• Strong knowledge on OAuth and OIDC.

Education
Bachelor's in Computer Science (or related technical degree) preferred.
Why ServiceNow
ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.
We offer flexible work arrangements.
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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