Staff Technical Support Engineer

What you get to do in this role:
The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.
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.
Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team.
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 customer
募集しているチームの概要
Platform
プラットフォーム・DBレベルの問題を、JavaやSQLなどのDBスキルとともに、ログ解析や切り分けを行なって解決します。
リレーショナルDBに対して自分でクエリを作成してDBの内容を操作・変更できるレベルのSQLの知識が必要です。
Qualifications and technical skills that will lead to your success:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
6+ years customer facing technical support expertise and coaching team members
Ability to troubleshoot multiple difficult technical issues with ease and complexity
Advanced understanding of JavaScript
TCP/IP, Networking knowledge
Ability to read advanced Java/JavaScript code and SQL, with exposure to broader infrastructure services, operating systems, hardware, and networking
Ability to discuss issues with the customer and development team and provide solutions to customer cases
Personal commitment to quality and customer service

Employment type
Full-time

Work arrangement
Hybrid