Technical Support Engineer

Overview

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. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and core functionalities will be essential while employing diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. Creative problem solving, a collaborative nature, and flexibility will be key to success. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications and technical skills

• Experience: 1+ years in a customer-facing technical support or troubleshooting role

• Troubleshooting: Demonstrated experience and ability to troubleshoot and resolve complex technical issues in a structured way.

• Technical Skills:

• Ability to read Java/JavaScript code (not required to write).

• Ability to debug browser and HTML-related issues.

• Familiarity with ServiceNow (preferred, but not mandatory).

• Comfortable reading log files

• AI Awareness: Experience in leveraging AI tools, automating workflows, or critically evaluating AI's impact on processes.

• Mindset:

• Strong critical thinking and "connect the dots" problem-solving.

• Focused on taking ownership and initiative.

• Commitment to quality and customer service.

• Comfortable collaborating with engineers and working in technical environments.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf). To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment 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 category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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