Pay Range
Annually:
$120,000 - $160,000
No equity
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 and technical skills that will lead to success:
0-2+ years customer facing technical support experience
Ability to troubleshoot difficult technical issues with ease and complexity
Personal commitment to quality and customer service
Demonstrated ability to troubleshoot difficult technical issues
Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
Experience writing or debugging Object Oriented code (Java)
Working knowledge of the components in a web applications stack
Experience working well in a team environment while also being able to work productively while unsupervised
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
Excellent time management skills.
Consistent ability to work weekends
Desired Skills
Experience in one (or more) scripting languages: Python, Perl, Unix Shell, Windows Shell)
Understanding of remote administration via SSH, SNMP, WMI, Powershell.
A fundamental understanding of ITSM, ITIL, and/or CMDB
Experience with relational databases (e.g. MySQL, Oracle)
Unix/Linux experience
Understanding of basic networking and system administration.
