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Technical Support Engineer
4 months ago
Skills
Education:
Attachement:Job Title: Tech Support EngineerThis position reports to: Senior Technical Support EngineerServiceNow 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 betterWhat you get to do in this role:The Staff Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills.
In order to be successful in this role, we need someone who has:Demonstrated ability to troubleshoot technical issues and understand the problem statement.Working knowledge of the components in cloud/web applications.Strong understanding of the HTTP/HTTPS Request & Response Cycle.Experience in any scripting language ? JavaScript a plusWorking knowledge of networking, Email infrastructure/protocols, Web Services ? REST & SOAP, Authentication mechanisms ? Single Sign-on, LDAPMust have basic object-oriented programming skills (Java strongly preferred)Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.Ability to multi-task and work with high-value customer administrators and developers.Should be a team player working efficiently in a collaborative environmentStrong personal commitment to quality and customer serviceProven ability to maintain a professional demeanor when handling complex user issues (difficult customers)Preferred Skills:Experience with enterprise software application supportUnderstanding of SQL and database conceptsAbility to read/write JavaScriptA fundamental understanding of IT service management and the ITIL business process.Prior United States security clearance a plusExperience:The ideal candidate is a college graduate with a Computer Science degree or equivalent and has some development experience. Strong interpersonal communication skills are essential.
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