Technical Support Engineer

The Technical Support Engineer will provide support to users/administrators of the ServiceNow platform, troubleshooting complex technical situations and maintaining technical expertise in assigned areas of product functionality. The role involves managing customer expectations, creating knowledge base materials, and participating in the weekend support on-call rotation. The ideal candidate will have experience in AI, UI development, and cloud/web applications, as well as excellent communication and problem-solving skills.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• UI development or support experience
• Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development
• Reading and debugging Java and JavaScript code
• Troubleshooting experience using browser developer tools
• Advance knowledge of the components in cloud/web applications and experience in Application Support
• Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Good experience with relational databases (e.g. MySQL, Oracle)
• Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Experience using Linux/Unix OR Microsoft Server
• 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
• Should be a team player working efficiently in a collaborative environment
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner

Benefits

• Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting
• Help in development and mentoring of team members in various technologies and ServiceNow Platform
• Suggest and implement improvements to internal processes
• Work on technical and non-technical projects
• Communicate with customers and our teams through case, phone and other electronic methods
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
• Maintain impeccable case hygiene and customer related files and records
• Participate in the weekend support on-call rotation