Language

Technical Support Engineer

Queue Management
WMI
Coding
Object Oriented
Scripting
Javascript
Shell Scripting
SQL
Database Systems
Database
ServiceNow
IT Service Management
IT Infrastructure Library
UNIX
Linux
Eclipse
JAVA
Splunk
Software as a Service
SNMP
ITIL
SAAS
Technical Support
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.

 

Benefit options available depending on contract factors and upon meeting requirements.

 

What you get to do in this role:

 

The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro-active work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with ServiceNow platform. This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues.

 

Other duties and responsibilities of the Technical Support Engineer include:

  • Provide guidance on prioritizing and creating efficient workflows to keep up with workload.
  • Maintain and display excellent queue and case management skills.
  • Perform Case quality Checks to ensure cases are staying on track.
  • Learn & Deliver training on the new products.
  • Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
  • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
  • Personal commitment to quality and customer service.
  • Frontend browser debugging experience required.
  1. In addition, the Technical Support Engineer addresses documentation and coding gaps using his//her knowledge to help support engineers as well as customers achieve their business goals; While working directly with others to help resolve their issues, you will ensure all issues are vetted before reaching the engineering team.
  2. The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills.
  3. We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible.
  4. The Technical Support Engineer must be able to work outside of normal business hours (weekend shifts, holidays) as needed.

Screening Questions (must be present in resume or attached as a separate doc):

  • Can you give me an example of a time when you had to adjust your approach or strategy in response to feedback or new information?
  • How have you handled a situation where you were given a task outside of your area of expertise or comfort zone?
  • Can you tell me about a time when you had to change your priorities or shift your focus to meet changing demands?

Skills


To be successful in this role, we need someone who has:

  • Master's degree in engineering or technical field(s) or Bachelor’s degree in engineering or technical field(s) and 2+ years of relevant work experience or relevant industry experience.
  • Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.
  • In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.
  • Working knowledge of the components in a web applications stack.
  • Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.
  • Experience with SQL based database systems.
  • Experience in several development projects coding in Java or troubleshooting large applications built on Java.
  • Hands-on experience in one (or more) scripting languages:
  • JavaScript preferred.
  • Proven ability to maintain focus and work effectively with uncompromising attention to detail.
  • Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset.
  • Excellent time management skills and must be able to work independently to provide workable solutions.
  • Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for quick solution.
  • Ability to work with other teams to resolve cases.
  • Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems.
  • Identify and help resolve trends with application issues and knowledge gaps within the organization.

The following additional skills are preferred but not required

  • A fundamental understanding of IT service management and ITIL business process
  • Prior ServiceNow Platform Implementation Experience
  • Exposure communicating technical issues at various levels of the organization
  • Fluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
  • Deep understanding of JavaScript
  • Experience in Linux and Unix
  • Experience with Splunk
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • Strong Familiarity with Eclipse IDE

 

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

QUALIFICATION/ LICENSURE :
  • Work Authorization : Green Card, US Citizen
  • Preferred years of experience : No preferred years of experience required
  • Travel Required : No travel required
  • Shift timings: 8 AM to 5 PM
Job Location Orlando, Florida
Pay USD 30.00 - USD 36.00 Per Hour
Contract Duration 12 month(s)