Technical Support Engineer

2 weeks ago

Hyderabad, Telangana, India ServiceNow Full time
Job Description

What you get to do in this role:   

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.

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 customers.

Qualifications

Qualifications and technical skills that will lead to 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. 
  • Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)


•    2+ years providing customer-facing technical support (Web based products or e-commerce preferred)

•    Candidates with lesser experience will be considered for appropriate roles.

In order to be successful in this role, we need someone who has:

•    Must  have experience installing, implementing, or maintaining one (or more) of the following:
o    LDAP/Active  Directory
o    SSO  (e.g. SAML, SiteMinder)
o    Email  Infrastructure
o    Web  Services (consuming or providing) (SOAP, REST)
o    Data  Extraction Technologies (e.g. JDBC, ODBC)
o    Network infrastructure

•    Any  bi-directional, automated integration between two systems

•    Working  knowledge of the components in a web applications stack

•    Experience  writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)

•    Experience  in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell

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

•    Experience  administering: Linux/Unix OR Microsoft Server

•    Excellent verbal and written communication skills

•    Works well in a team environment

•    Strong personal commitment to quality and customer service

•    Ability to understand and communicate complex technical systems

•    Proven ability to maintain a professional demeanour when handling complex customer & internal issues

•    An understanding of ITSM, ITIL, or CMDB

Preferred Skills:

•    Previous experience working with the ServiceNow platform (in particular Authentication/Email/Web Service/Import/Export configurations)

•    Experience working with cloud based software like Microsoft Azure, Amazon Web Services, Google Cloud Platform, Okta 

•    Familiarity with Eclipse IDE

•    Experience troubleshooting and optimising web application performance

•    Previous experience in software development or software consulting.

•    Experience providing SaaS support is desirable.

Not sure if you meet every qualification? We still encourage you to apply We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license. 

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