Technical Support Engineer

Job Description

Job Description :

Technical Support Engineer – Platform Technologies.

Location: Orlando, FL

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centers are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have a passion for technology, problem-solving and eager to help customers. We collaborate with different internal teams to provide a great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks.

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will resolve customer issues and provide technical guidance in addressing their business needs. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.

What you get to do in this role:

· Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for the delivery of support services.

· Understanding our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.

· Own and resolve all issues with a high standard of professionalism.

· Hands-on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues

· Manage customers' expectations and experience in a way that results in high customer satisfaction.

· Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

· Suggest and implement improvements to internal processes and tools.

· Work on technical and non-technical projects

· Effectively communicate with customers and internal teams via case, phone and other electronic methods

· Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

· Maintain impeccable case hygiene and customer-related files and records.

· Work 9 AM - 6 PM EST shift and participate in the weekend support on-call rotation.

Required Skills:

Bachelor's Degree in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment

· Basic understanding of Object-oriented programming, Java, REGEX

· Basic knowledge of the components in a web applications stack.

· Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)

· Experience with relational databases (e.g. MySQL, Oracle).

· Experience using Linux/Unix OR Microsoft Server

· Ability to troubleshoot difficult technical issues with ease and complexity

· Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

· Strong personal commitment to quality and customer service

Desired Skills

· Experience providing SaaS / PaaS support

· Experience working with the ServiceNow Platform

· A fundamental understanding of ITIL framework

· Experience diagnosing performance related issues.

· Experience in using tools like Splunk

· Ability to read and understand database logs

· Basic understanding of Artificial Intelligence / Machine learning.

What is it like to work @ ServiceNow?

Career growth is a way of life at ServiceNow; our managers truly develop employees. Add new skills to your resume, take on new challenges and discover your full potential.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.