Technical Support Engineer (24/7 Shifts and weekend rotations)

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.
Qualifications
Qualifications and technical skills that will lead to success:

• Experience integrating AI into work processes, decision-making, or problem-solving, including the use of AI-powered tools, workflow automation, and analysis of AI-driven insights.
• 2-4+ years of customer-facing technical support experience.
• Extensive hands-on experience developing applications using JavaScript in real-world production environments.
• Strong Networking & Operating Systems experience (Windows/Linux)
• Proven ability to troubleshoot complex technical issues.
• Ability to read basic Java/JavaScript code.
• Strong commitment to quality and customer service.
• Excellent written and verbal communication skills, with the ability to clearly articulate solutions to complex problems.
• Effective team player who can also work independently.
• Skilled in understanding and communicating complex technical processes.
• Maintains professionalism when handling challenging user issues.
• Excellent time management skills.
• Consistent ability to work evenings and weekends

Desired Skills:

• A fundamental understanding of ITSM, ITIL, or CMDB
• Proficient in working with relational databases such as MySQL or Oracle.
• Demonstrated proficiency with the following Technical Skills:
  • Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC)
  • Any bi-directional, automated integration between two systems

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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