Technical Support Engineer

7 days ago

santa clara, United States Cypress HCM Full time

Technical Support Engineer


Position Overview:

We are looking for an experienced Support Engineer with a passion for excellence. The Technical Support Engineer will be responsible for managing and resolving challenging issues for partners and customers. This includes developing subject matter expertise within the technical support department. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve an unexpected behavior or answer technical questions about the ServiceNow software and platform.


You will be a Subject Matter Expert for multiple applications and mentor other team members. In this role you will debug JavaScript code as well as find better solutions to custom code. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.


To be successful in this role you should have experience with:

• Demonstrated ability to troubleshoot difficult technical issues

• Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development

• Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)

• Troubleshooting experience using browser developer tools

• UI development or support experience

• Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.

• Must have solid object-oriented programming skills in Javascript

• Experience working with dynamic HTML components such as CSS and XHTML

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

• Linux and/or UNIX experience

• 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

• Ability to work with high-value customer administrators and developers

• *Flexibility is required during non-standard business hours including weekends and holidays on a rotational basis.


Desired Skills:

• Experience providing SaaS support

• Experience developing applications within the ServiceNow Platform

• Experience diagnosing performance related issues.

• Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab

• Deep understanding of Java, JavaScript, AngularJS, and bootstrap.

• Working knowledge of ServiceNow Platform

• A fundamental understanding of IT service management and the ITIL business process

• Bachelor's Degree (or equivalent working experience) in Computer Science (or related) with a min of 3+ years of experience in a technical customer/client facing role


From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?

• JavaScript, HTML/CSS, Scripting/Coding experience suing any of the following: JavaScript, Java Python, Perl, Unix Shell, Windows Shell)

• Troubleshooting experience using browser developer tools.

• Front-end/UI Development experience or Mobile application development experience.

• Deep understanding of Java, JavaScript, AngularJS, and bootstrap

• Experience with relational databases such as MySQL


Pay Rate Range:

• $30-46/hr

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