Senior Technical Support Engineer - Platform Tech

ServiceNow; Orlando (FL); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Senior Technical Support Engineer. The role involves resolving technical cases and ensuring outstanding customer support experiences, utilizing strong technical troubleshooting skills and effective communication. The ideal candidate has over 4 years of customer-facing technical support experience and a passion for quality service. This position allows for flexible work arrangements.

Qualifications

• 4+ years customer facing technical support experience.
• Ability to troubleshoot difficult technical issues.
• Experience integrating AI into work processes.

Responsibilities

• Resolve technical cases created by customers.
• Guide customers during critical issues for case resolution.
• Manage and resolve challenging issues diligently.

Skills

Customer service

Technical troubleshooting

AI integration

Communication

Job description

Senior Technical Support Engineer - Platform Tech

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible

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.

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.

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.

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.
• 4+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service

We approach our distributed world of work with flexibility and trust. Work personas are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.

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.

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, please contact [emailprotected] for assistance.