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Technical Support Engineer - job 1 of 6

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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:  

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 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.
0-2+ years customer facing technical support experience
Ability to troubleshoot difficult technical issues with ease and complexity
Ability to read basic Java/JavaScript code
Personal commitment to quality and customer service

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

Approve of CEO

Average salary estimate

$60000 / YEARLY (est.)

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$50000K

$70000K

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What You Should Know About Technical Support Engineer, ServiceNow

Join ServiceNow as a Technical Support Engineer in beautiful Orlando, Florida, where you’ll be at the forefront of customer interaction helping to unravel complex technical queries related to our cutting-edge software and platform. As part of our goal to make the world work better for everyone, you will work closely with over 8,100 customers, including familiar names from the Fortune 500. In this role, you will be responsible for understanding and troubleshooting unexpected behaviors within the ServiceNow platform, so a solid foundation in technical support is key. You'll communicate with clients through various channels—web, chat, email, and phone—tackling everything from routine queries to intricate challenges. Your mission is to build trust and provide stellar customer experiences, using your problem-solving skills to diagnose issues accurately and efficiently. To thrive here, you’ll need flexibility and a collaborative spirit since some cases may require teamwork with different business units to find the best solutions. Don’t worry if you’re new to this; we welcome applicants from diverse backgrounds. If you’re eager to learn and excited to help others, ServiceNow's vibrant culture offers you the chance to make a real impact while you grow in your career. This is an extraordinary opportunity to contribute to a company recognized as a global leader in AI-enhanced technology, and we can't wait to see how you can help us succeed!

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

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

As a Technical Support Engineer at ServiceNow, your primary responsibilities include resolving technical cases raised by customers who need help understanding the software or troubleshooting unexpected behaviors. You will utilize various communication methods such as chat, phone, and email to provide support. You will also be responsible for employing diagnostic tools to identify issues, managing challenging problems, and collaborating with other teams for more complex cases.