Senior Technical Support Engineer, Platform Tech

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What you get to do in this role

Work on and resolve technical issues reported by internal and external customers.

Maintain impeccable case hygiene and customer-related files and records.

Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for the delivery of support services.

Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.

Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.

Manage customers' expectations and experience in a way that results in high customer satisfaction.

Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.

Opportunity to become a Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.

Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.

Help in the development and mentoring of team members in various technologies and the 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.

NOTE : Weekend work will be expected (1 day per month) and compensated in time or financially.

Qualifications

To be successful in this role you must have

A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment.

A good understanding of Object-oriented programming languages like Java.

An understanding and knowledge of the components in the web applications stack.

An understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.

An understanding and knowledge of Linux/Unix.

A Very Strong Experience with relational databases (e.g. MySQL, Oracle).

Demonstrated the ability to understand problem statements and troubleshoot complex technical issues with ease.

Be able to take ownership and lead the investigation to resolve complex issues.

A proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.

Demonstrated personal commitment to quality and customer service.

An ability to multi-task and efficiently manage the case queue.

A team player attitude to work efficiently in a collaborative environment.

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