ServiceNow
Tech / AI / Software
StaffTechnicalSupportEngineer(Platform)
Neural analysis suggests this role is
optimal for mid candidates.
“Staff Technical Support Engineer(Platform) at ServiceNow. Skills: technical support, customer support, Java, SQL, troubleshooting, problem solving. guide our customers during critical issues to ensure a timely and effective case resolution. 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”
What You'll Achieve.
timely and effective case resolution; positive customer experience; improve the quality of support
Industry & Context.
creative problem solving; troubleshoot unexpected behaviors; isolate the potential cause of the issue; resolve technical cases; resolve challenging issues
What They're Looking For.
Must Have
6+ years customer facing technical support expertise, Ability to troubleshoot multiple difficult technical issues with ease and complexity, Full professional in Japanese, Professional working in English, Advanced understanding of Java, Advanced understanding of SQL, Ability to discuss issues with the customer and development team and provide solutions to customer cases, Personal commitment to quality and customer service
Nice to Have
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, Experience in coaching junior members, Knowledge sharing to improve the quality of support
What You'll Do.
guide our customers during critical issues to ensure a timely and effective case resolution
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
manage and resolve challenging issues assigned to them
coordinate assistance from additional teams for more complex cases
providing input across business units regarding process and product improvements
How You'll Work.
Team & Collaboration
coordinate assistance from additional teams for more complex cases; discuss issues with the customer and development team
Communication Scope
excellent communication; discuss issues with the customer and development team
Full Job 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: 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 collab
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