Technical Support Engineer

Company Description It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work Fast forward to today - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based platform seamlessly connects people systems and processes to empower organizations to find smarter faster and better ways to work But this is just the beginning of our journey Join us as we pursue our purpose to make the world work better for everyone 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 Qualification Experience 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 Opportunity Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow We provide competitive compensation generous benefits and a professional atmosphere This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business 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 and their assigned work location To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service 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 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 2025 Fortune Media IP Limited All rights reserved Used under license