Technical Support Engineer

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs.

Requirements

• 5+ years of related experience within either application technical support or software development environment
• Experience in working with JavaScript development skill for the purposes of writing and troubleshooting
• Strong knowledge on LDAP/Active Directory, SSO or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)
• Strong understanding of Email Infrastructure (e.g. Exchange, Office 365, Postfix)
• Advance knowledge on Web Services (consuming or providing) (SOAP, REST)
• Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
• Strong working knowledge on Network infrastructure
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Personal commitment to quality and customer service
• Ability to multi-task and efficiently manage case backlog
• Ability to work on high-priority cases with different regions via verbal or written handover process
• Strong personal commitment to quality and customer service
• Work in accordance with agreed KPIs
• ServiceNow Admin or Development experience is highly desirable
• Strong knowledge on OAuth and OIDC
• Experience providing SaaS / PaaS support
• A fundamental understanding of ITIL framework
• Experience diagnosing performance-related issues
• Experience using tools like Splunk/Wireshark and understand of common SaaS cloud and on-premise infrastructure components
• Java and PowerShell development skill for the purposes of troubleshooting
• Advance knowledge of the components in a web applications stack
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience using Linux/Unix OR Microsoft Server
• Strong knowledge on OAuth and OIDC

Benefits

• Excellent written and verbal communication skills
• Ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service