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Senior Technical Support Engineer
4 months ago
At ServiceNow, our technology enables the world's functionality thanks to our dedicated team. We work quickly because time is of the essence, and we innovate uniquely to serve our customers and communities. Joining ServiceNow means becoming part of a team of innovators with a relentless curiosity and passion for creativity. We understand that your best work comes when you live your best life and share your individual talents, so we strive to make that a reality. Together, we dream big, supporting each other to achieve our personal and collective aspirations. The future is bright, and it begins with you.
With over 7,700 customers, we cater to nearly 85% of the Fortune 500 companies. We take pride in being recognized as one of the FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM.
Explore Life at Now blog to hear firsthand from our employees about their ServiceNow experiences.
Unsure if you meet all the requirements listed in a job description but excited about the role? We encourage you to apply nonetheless. At ServiceNow, we are dedicated to fostering an inclusive environment where all voices are valued and respected. We welcome candidates from diverse backgrounds and unconventional paths, as we believe skills and experiences are transferable and a shared vision of progress makes for exceptional candidates.
Job DescriptionWhat you will be doing in this role:
The Support Engineer is a crucial technical resource within our global organization. Tasked with guiding customers during critical issues, ensuring timely and effective case resolution, the Support Engineer prioritizes customer satisfaction above all. This role is fundamental to both the success of our customers and the overall health of ServiceNow.
As a Support Engineer, you will handle technical cases initiated by customers seeking assistance in understanding or troubleshooting unexpected software behaviors, along with addressing any technical queries related to the ServiceNow platform.
The ideal candidate will be dedicated to delivering exceptional customer support, utilizing skills such as building trust, demonstrating empathy, and facilitating clear communication to address customer inquiries and resolve issues through various channels like web, chat, email, case updates, and even direct phone support.
Proficiency in comprehending the ServiceNow platform and its core functions is essential. Utilizing diagnostic tools to pinpoint potential issues is key. While diligently managing and resolving complex problems, the engineer may need to collaborate with additional teams for more intricate cases. Therefore, a problem-solving mindset, collaborative spirit, and adaptability are crucial for success.
Additionally, Support Engineers are instrumental in providing insights across different business units for process and product enhancements, leveraging their unique vantage point when dealing with technical issues for customers.
Platform Tech Team
QualificationsQualifications and technical skills paving the way to success:
- Over 4 years of experience in customer-facing technical support
- Ability to troubleshoot complex technical issues seamlessly
- Proficiency in interpreting basic Java/JavaScript code
- Solid understanding of Linux and SQL
- Aptitude for explaining solutions to intricate technical problems
- Strong personal commitment to quality and customer service
- Knowledge of spoken and written Portuguese preferred, though not mandatory
FD21
Additional InformationServiceNow embraces Equal Employment Opportunities. All qualified applicants will be considered for employment regardless of race, color, religion, gender, sexual orientation, national origin, ancestry, age, disability, gender identity, marital status, veteran status, or any other legally protected category.
At ServiceNow, we embrace flexibility and trust in our evolving work landscape. Find out more about our work personas: flexible, remote, and in-office required.
If you need reasonable accommodation during the application process or encounter difficulties accessing the online application, reach out to us for assistance.
For roles involving access to technical data under export control regulations, including the Export Administration Regulations (EAR), ServiceNow may need to secure export licensing approval from the U.S. Government for certain individuals. All employment is subject to obtaining any necessary export licenses or approvals.
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