Senior Technical Support Specialist

23 hours ago

Orlando, Florida, United States ServiceNow Full time

Transforming the way we work is at the heart of ServiceNow's mission. As a Senior Staff Technical Support Engineer, you'll play a critical role in guiding our customers through complex technical issues, ensuring timely and effective case resolutions.

As a technical resource, you'll be entrusted with building trust, showing empathy, and delivering exceptional customer support experiences. Your skills in building trust, showing empathy, and excellent communication will be essential in answering customer questions and resolving issues through various technologies.

You'll be expected to understand the ServiceNow platform and its core functionalities, employing diagnostic tools to isolate potential causes of issues. Creative problem-solving, a collaborative nature, and flexibility will be key to your success.

As a senior member of the team, you'll also have the opportunity to develop and mentor junior members, providing input across business units on process and product improvements.

Qualifications and technical skills that will lead to your success:

  • 10+ years of customer-facing technical support experience
  • Ability to troubleshoot multiple difficult technical issues with ease and complexity
  • Advanced object-oriented programming skills (Java strongly preferred)
  • Deep understanding of JavaScript, with exposure to broader infrastructure services, operating systems, hardware, and networking
  • Ability to handle escalated customer situations and explain technical problems and solutions to senior leadership
  • Personal commitment to quality and customer service

We value inclusivity and welcome candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate.

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