Staff Technical Support Engineer- SNOW

We are seeking a Staff Technical Support Engineer to evaluate, recommend, and implement solutions to address customer issues, following defined best practices. The ideal candidate will have 7+ years of experience with the ServiceNow platform and expertise in scripting/coding, technical components, and web services integration.

Requirements

• 7+ years of hands-on experience with the ServiceNow platform or equivalent enterprise support platforms
• Demonstrated expertise in scripting/coding (e.g., JavaScript, PowerShell) for troubleshooting and automation
• Experience with technical components such as LDAP, SSL, SAML/SSO, and other enterprise technologies
• Strong knowledge of Service-Oriented Architecture (SOAP, REST) and web services integration for troubleshooting external system connectivity
• Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems
• Ability to identify root causes and recommend proactive solutions to prevent recurrence
• Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively
• Experience in engaging directly with customers to understand and address their business needs through technical solutions
• A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth
• Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates
• Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers