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About the Role
The Support Engineer is part of a global organization entrusted as a technical resource to guide customers during critical issues, ensuring timely and effective case resolution. The customer's positive experience is paramount and central to daily efforts. This role is integral to the success of our customers and the health of ServiceNow.
Responsibilities
- Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
- Provide amazing customer support experiences using skills that include building trust, showing empathy, and excellent communication.
- Answer customer questions and resolve issues through various technologies including web, chat, email, case updates, and direct telephone support.
- Isolate potential causes of issues using various diagnostic tools.
- Diligently manage and resolve challenging issues.
- Coordinate assistance from additional teams for more complex cases.
- Mentor and coach junior members of the team.
- Provide input across business units regarding process and product improvements.
- Resolve Platform and DB level issues, performing log analysis and troubleshooting with DB skills like Java and SQL.
- Operate relational databases by creating queries to manipulate and modify DB content.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Ability to troubleshoot multiple difficult technical issues with ease and complexity.
- Ability to read advanced Java/JavaScript code and SQL.
- Exposure to broader infrastructure services, operating systems, hardware, and networking.
- Ability to discuss issues with the customer and development team and provide solutions to customer cases.
- Personal commitment to quality and customer service.
- Knowledge of log analysis and troubleshooting.
- Requires a level of SQL knowledge to create queries for operating relational databases.
Skills
- AI integration
- Customer support
- Web support
- Chat support
- Email support
- Telephone support
- Diagnostic tools
- Problem-solving
- Collaboration
- Flexibility
- Mentoring
- Coaching
- JavaScript
- TCP/IP
- Networking
- Java
- SQL
- Infrastructure services
- Operating systems
- Hardware
- Log analysis
Location
- APAC - Asia Pacific
Work Type
- Flexible
Experience Level
- 6+ years customer facing technical support expertise
- Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team.
About the Company
- ServiceNow is the AI control tower for business reinvention.
- The ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.
- We're building an AI-native culture where technology and talent are unstoppable together.
- We approach our distributed world of work with flexibility and trust.
Equal Opportunity
- 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 and conviction records will be considered for employment in accordance with legal requirements.
- We strive to create an accessible and inclusive experience for all candidates.
- 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.