Senior Technical Support Engineer

2 weeks ago

Dublin, Dublin City, Ireland ServiceNow Full time

Senior Technical Support Engineer at ServiceNow

Overview

The Support Engineer is a global technical resource who guides customers during critical issues to ensure timely and effective case resolution. The role focuses on delivering amazing customer support experiences and maintaining the health of ServiceNow by helping customers understand or troubleshoot the platform using various technologies, including web, chat, email, case updates, and direct telephone support.

Responsibilities
  • Resolve technical cases created by customers who need help understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform.
  • Provide exceptional customer service by building trust, showing empathy, and communicating clearly to answer questions and resolve issues.
  • Employ diagnostic tools to understand the ServiceNow platform and core functionalities, isolate potential causes, and coordinate assistance from additional teams for complex cases.
  • Manage and prioritize issues to ensure timely resolutions while contributing to process and product improvements based on customer feedback.
Qualifications
  • 4+ years of customer-facing technical support experience
  • Ability to troubleshoot difficult technical issues with varying levels of complexity
  • Ability to read basic Java/JavaScript code
  • Ability to explain solutions to complex technical problems
  • Personal commitment to quality and customer service
  • Experience exploring or integrating AI into work processes, decision-making, or problem-solving
Additional Information

Work Persona We offer flexible work arrangements. Eligibility for a work persona is determined by location and role. ServiceNow may verify distance between your residence and the nearest office via a third-party service.

Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other legally protected status. In addition, applicants with arrest or conviction records will be considered as required by law.

Accommodations We strive to provide an accessible and inclusive candidate experience. If you require a reasonable accommodation to complete any part of the application process or need an alternative application method, please contact

Export Control Regulations Some positions require access to controlled technology subject to export control regulations. Employment may depend on obtaining export licenses or other approvals as required by law.


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