Job Title: Support Engineer
The Support Engineer is a critical role in our global organization, providing technical guidance and support to customers during critical issues. The primary focus is on ensuring timely and effective case resolution, prioritizing customer satisfaction above all else.
This role involves resolving technical cases created by customers seeking assistance with understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform.
Key Responsibilities:
* Provide exceptional customer support experiences through building trust, showing empathy, and excellent communication skills.
* Utilize various diagnostic tools to isolate potential causes of issues and employ creative problem-solving skills to resolve complex cases.
* Manage and resolve challenging issues while coordinating assistance from additional teams as needed.
* Contribute input across business units regarding process and product improvements based on unique perspectives gained from working on technical issues for customers.
Requirements:
* 4+ years of customer-facing technical support experience.
* Ability to troubleshoot difficult technical issues with ease and complexity.
* Basic knowledge of Java/JavaScript code.
* Excellent communication skills to explain solutions to complex technical problems.
* A personal commitment to quality and customer service.
About Us:
ServiceNow is an equal opportunity employer, committed to creating an inclusive environment for all candidates. We strive to provide accessible and flexible work arrangements, recognizing the diversity of our workforce. If you require accommodations during the application process, please contact us at globaltalentss@servicenow.com.
We value inclusivity, welcoming candidates from diverse backgrounds and non-traditional paths. Unique experiences enrich our team, and a willingness to dream big makes you an exceptional candidate.
Learn more about our distributed work model and Work Personas here.
Export Control Regulations apply to certain positions requiring access to controlled technology subject to export control regulations. All employment is contingent upon obtaining necessary export licenses or approvals.