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.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

ABOUT THE WORK

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.

Skills

• Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting and Powershell.
• Ability in server administration across OS platforms (Windows/Unix). Including understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies.
• Familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)
• Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST, Experience with troubleshooting tools such as Wireshark, Traceroute.
• Strong troubleshooting/root cause isolation skills
• Demonstrated creative problem-solving approach and strong analytical skills
• Must be proficient with analyzing log files and standard debugging concepts.
• Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management.
• Excellent communication skills (verbal and written).

Education

• Must have a bachelor’s degree in computer science or a related field (or equivalent degree and experience)
• 2+ years providing customer-facing technical support (Web-based products or e-commerce preferred)
• Good Communication Skills

Equal Opportunity Employer

Magnit Global 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.