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.

What you get to do in this role:

We are looking for an experienced engineer with a passion for excellence. The Technical Support Engineer will be responsible for managing and resolving challenging issues for ServiceNow partners and customers. This includes developing subject matter expertise within the customer support department and mentoring junior team members in the various technologies. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills.

The position requires working a shift from 8am-5pm PST and may be asked at times to work outside normal business hours (evening/weekend shifts, holidays) and be flexible to schedule changes. Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy generous earning potential and the chance to expand their role in the company as we grow.

This position also requires passing a ServiceNow background screening called USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

Skills

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

• Highly experienced in their ability to troubleshoot difficult technical issues with ease
• Strong object-oriented programming skills in Java/JavaScript
• Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
• Working knowledge of the components in a web applications stack
• Experience with relational databases such as MySQL
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service
• Ability to work with high-value customer administrators and developers
• Understanding of basic networking and system administration.
• We value a work-life balance while also collaborating through consistent presence in the office

Nice to Haves:

• Working knowledge of ServiceNow Platform
• Fundamental understanding of Linux and/or UNIX knowledge
• A fundamental understanding of IT service management and the ITIL business process
• Web Services (consuming or providing) (SOAP, REST)
• Data Extraction Technologies (e.g. JDBC, ODBC)
• Any bi-directional, automated integration between two systems
• Understanding of remote administration via SSH, SNMP, WMI, PowerShell.
• Strong Familiarity with Eclipse IDE
• A fundamental understanding of ITSM, ITIL, and/or CMDB
• Strong Experience with relational databases (e.g. MySQL, Oracle)

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.