Sr Tech Support Engineer

At 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. What We Do

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired Companies.

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. Role Description

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. Key Responsibilities

• Resolve technical cases using various diagnostic tools to isolate the potential cause of the issue.
• Work closely with customers to build trust and provide excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
• Employ creative problem solving, a collaborative nature and flexibility to manage and resolve challenging issues assigned to them.
• Provide input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. Requirements

To be successful in this role, we need someone who has:

• Demonstrated ability to troubleshoot difficult technical issues.
• Working knowledge of the components in a web applications stack.
• Experience writing and debugging Object Oriented code (Java preferred, other relevant technologies ok).
• Experience with relational databases (e.g. MySQL, Oracle).
• Experience with OS - Linux, Unix, Windows.
• 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 demeanor when handling complex user issues.
• Demonstrated ability to perform under pressure. Desired Skills
• A fundamental understanding of ITSM, ITIL, or CMDB.
• Advanced MySQL experience.
• Experience in debugging source code.
• Proficient with Linux commands. What You Get To Do

The ideal candidate is a college graduate with a Computer Science degree or equivalent and has had a developer or database administrator role for more than 4 years. Strong interpersonal communication skills are essential.

For positions in the Bay Area, we offer a competitive total compensation package, including variable/incentive compensation and benefits. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location.

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.