Staff Technical Support Engineer

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

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 collaborative nature and flexibility will be key to your success. Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team. 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 customer 募集しているチームの概要 Platform プラットフォーム・DBレベルの問題を、JavaやSQLなどのDBスキルとともに、ログ解析や切り分けを行なって解決します。 リレーショナルDBに対して自分でクエリを作成してDBの内容を操作・変更できるレベルのSQLの知識が必要です。 Qualifications Qualifications and technical skills that will lead to your 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. 6+ years customer facing technical support expertise and coaching team members Ability to troubleshoot multiple difficult technical issues with ease and complexity Advanced understanding of JavaScript TCP/IP, Networking knowledge Ability to read advanced Java/JavaScript code and SQL, with exposure to broader infrastructure services, operating systems, hardware, and networking Ability to discuss issues with the customer and development team and provide solutions to customer cases Personal commitment to quality and customer service Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas