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Senior Technical Support Engineer - job 4 of 9

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Company 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.

Job Description

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.

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.

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.
4+ years customer facing technical support experience
Ability to troubleshoot difficult technical issues with ease and complexity
Ability to read basic Java/JavaScript code
Ability to explain solutions to complex technical problems
Personal commitment to quality and customer service

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

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Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Senior Technical Support Engineer, ServiceNow

As a Senior Technical Support Engineer at ServiceNow, you'll find yourself at the forefront of ensuring customers have an incredible experience with our innovative platform. Since our beginnings in sunny San Diego in 2004, ServiceNow has grown to support over 8,100 customers, including a whopping 85% of Fortune 500 companies. In this role, your primary responsibility will be to tackle challenging technical issues that our customers face—whether they’re seeking clarity on unexpected software behaviors or need guidance on navigating their technical questions. With over 4 years of experience in customer-facing support, you’ll adeptly provide solutions through various channels, from web and email to phone conversations. Building trust and demonstrating empathy will be essential as you foster positive customer interactions while employing your technical expertise to manage cases effectively. You’ll also have the opportunity to collaborate with different teams on more complex challenges, showcasing your creative problem-solving skills. At ServiceNow, we value diverse backgrounds and experiences, so even if you don’t meet every qualification, we want to hear from you! Your perspective can play a crucial role in driving process improvements across the board. Join us on our mission to make the world work better for everyone—your contributions can make a real difference here!

Frequently Asked Questions (FAQs) for Senior Technical Support Engineer Role at ServiceNow

What are the primary responsibilities of a Senior Technical Support Engineer at ServiceNow?

As a Senior Technical Support Engineer at ServiceNow, your main responsibilities include resolving customer technical issues, providing support through various channels, and collaborating with other teams for complex problems. You will leverage your technical skills to troubleshoot issues and ensure a positive customer experience, which is central to the role.