Technical Support Engineer

1 week ago

Hyderabad, Telangana, India ServiceNow Full time

Company DescriptionAt ServiceNow our technology makes the world work for everyone and our people make it possible We move fast because the world can t wait and we innovate in ways no one else can for our customers and communities By joining ServiceNow you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity We know that your best work happens when you live your best life and share your unique talents so we do everything we can to make that possible We dream big together supporting each other to make our individual and collective dreams come true The future is ours and it starts with you With more than 7 700 customers we serve approximately 85 of the Fortune 500 xc2 xae and we re proud to be one of FORTUNE 100 Best Companies to Work For xc2 xae and World s Most Admired Companies Learn more on and about their experiences working at ServiceNow Unsure if you meet all the qualifications of a job description but are deeply excited about the role We still encourage you to apply At ServiceNow we are committed to creating an inclusive environment where all voices are heard valued and respected We welcome all candidates including individuals from non-traditional varied backgrounds that might not come from a typical path connected to this role We believe skills and experience are transferrable and the desire to dream big makes for great candidates 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 QualificationsQualification Experience xc2 xb7 Must have bachelor s degree in Computer Science or related field or equivalent degree and experience xc2 xb7 2 years providing customer facing technical support Web based products or e-commerce preferred xc2 xb7 2 years of ServiceNow Development Admin Experience is mandateIn order to be successful in this role we need someone who has xc2 xb7 Demonstrated creative problem-solving approach and strong analytical skills xc2 xb7 Must be proficient with analyzing log files and standard debugging concept xc2 xb7 Familiarity with tools practices of the trade such as incident management knowledgebase defect escalation management xc2 xb7 Previous experience working with the ServiceNow platform Service Project Management SLA Management Service Catalog Customer Service Management Workflows Approvals xc2 xb7 Experience troubleshooting web application xc2 xb7 Experience in troubleshooting Java Script Code xc2 xb7 Excellent communication skills verbal and written Advantageous skills xc2 xb7 Familiarity with Eclipse IDE would be good xc2 xb7 Previous experience in ITSM Implementation xc2 xb7 Experience supporting and troubleshooting e-commerce applications with catalog shopping cart merchandising and payment handling is highly desirable xc2 xb7 Experience providing SaaS support is desirable OpportunityThose 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 InformationServiceNow 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 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 to learn what to watch out for and how to protect yourself All genuine ServiceNow job postings can be found through the From Fortune xc2 xa9 2022 Fortune Media IP Limited All rights reserved Used under license Fortune and Fortune Media IP Limited are not affiliated with and do not endorse products or services of ServiceNow ServiceNow

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