Technical Support Engineer

AIM Solder; Portland (OR); Remote; USD 87,000 - 136,000; Full time

Job summary

A leading technology company seeks a support engineer to assist customers with the ServiceNow platform. The role requires excellent customer service skills, technical troubleshooting capabilities, and experience with AI integration. Benefits include health plans, retirement matching, and flexible work options in an inclusive environment.

Benefits

Health plans

401(k) with company match

Flexible time off

Family leave programs

Qualifications

• 0-2+ years of customer-facing technical support experience.
• Proficient in troubleshooting complex technical issues.
• Ability to read basic Java/JavaScript code.

Responsibilities

• Resolve technical cases for customers seeking support on ServiceNow.
• Contribute to process and product improvements based on technical experiences.
• Employ diagnostic tools to identify issues and manage challenging cases.

Skills

Customer support

Troubleshooting

AI integration

Java/JavaScript

Job description

Job Description

In this role, the support engineer will resolve technical cases created by customers seeking assistance in understanding or troubleshooting unexpected behaviors or technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing excellent customer support experiences, utilizing skills such as building trust, demonstrating empathy, and communicating effectively to address customer questions and resolve issues through various channels including web, chat, email, case updates, and direct telephone support.

Understanding the ServiceNow platform and its core functionalities is essential. The engineer will employ diagnostic tools to identify the cause of issues and will manage and resolve challenging cases diligently. For complex cases, coordination with additional teams may be necessary. Creative problem solving, collaboration, and flexibility are key to success.

Support engineers also contribute valuable insights for process and product improvements based on their technical experience with customer issues.

(INSERT SME TEAM - IE UX, Performance - SPECIFICS HERE)

Qualifications

Qualifications and technical skills for success:

• Experience in integrating AI into workflows, decision-making, or problem-solving, including using AI tools, automating processes, analyzing AI insights, or exploring AI's industry impact.
• 0-2+ years of customer-facing technical support experience.
• Proficiency in troubleshooting complex technical issues.
• Ability to read basic Java/JavaScript code.
• Personal commitment to quality and customer service.

Compensation for positions in this location includes a base pay of $87,700 - $136,000, plus equity (if applicable), variable/incentive pay, and benefits. Additional benefits include health plans, 401(k) with company match, ESPP, matching donations, flexible time off, and family leave programs. Compensation varies based on location and other factors.

Additional Information

Work Personas

We embrace flexibility and trust in our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on job nature and location. Learn more here. Eligibility may be confirmed via third-party location services.

Equal Opportunity Employer

ServiceNow is committed to equal employment opportunity for all applicants regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any legally protected category. Applicants with arrest or conviction records will also be considered as per legal requirements.

Accommodations

We aim to provide an accessible and inclusive application process. If you need accommodations or alternative application methods, contact [e-mail].

Export Control Regulations

Some roles may require compliance with export control laws, including obtaining necessary licenses. Employment is contingent upon obtaining such approvals if required.

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.