Technical Support Engineer

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.

Requirements

Qualification & Experience
• Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience)
• 2+ years providing customer-facing technical support (Web based products or e-commerce preferred)
• Candidates with lesser experience will be considered for appropriate roles.

In order to be successful in this role, we need someone who has: • Must have experience installing, implementing, or maintaining one (or more) of the following:
o LDAP/Active Directory
o SSO (e.g. SAML, SiteMinder)
o Email Infrastructure
o Web Services (consuming or providing) (SOAP, REST)
o Data Extraction Technologies (e.g. JDBC, ODBC)
o Network infrastructure
• Any bi-directional, automated integration between two systems
• Working knowledge of the components in a web applications stack
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience administering: Linux/Unix OR Microsoft Server
• 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 demeanour when handling complex customer & internal issues
• An understanding of ITSM, ITIL, or CMDB

Preferred Skills:
• Previous experience working with the ServiceNow platform (in particular Authentication/Email/Web Service/Import/Export configurations)
• Experience working with cloud based software like Microsoft Azure, Amazon Web Services, Google Cloud Platform, Okta
• Familiarity with Eclipse IDE
• Experience troubleshooting and optimising web application performance
• Previous experience in software development or software consulting.
• Experience providing SaaS support is desirable.