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Senior Technical Support Engineer

3 months ago

Hyderabad, Telangana, India ServiceNow Full time
Job Description

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.

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

Qualification & Experience:

Bachelor's degree in computer science (or related technical degree) or 6+ years of related experience within technical support or software coding environment. People with less experience will be processed for the relevant role.

· Basic understanding of Object-oriented programming, Java

· Basic knowledge of the components in a web applications stack.

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

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

· Experience using Linux/Unix OR Microsoft Server

· Ability to troubleshoot difficult technical issues and it's complexities with ease

· 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.

Desired Skills

· Experience providing SaaS / PaaS support

· Experience working with the ServiceNow Platform

· A fundamental understanding of ITIL framework

· Experience diagnosing performance-related issues.

· Experience in using tools like Splunk

· Ability to read and understand database logs

· Basic understanding of Artificial Intelligence / Machine learning.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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