Technical Support Engineer

Job Title: Technical Support Engineer Location: Sam Diego, CA Duration: 6+ Months

Overview:

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.

• What you will do in this role:
  Be a Customer Advocate providing support to users/administrators of our platform
  Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Resolve technical casescreated by customers looking forhelp to understand ortroubleshoot unexpectedbehaviors or answer technicalquestions about the ServiceNowsoftware and platform.
• Gain an understanding ofthe ServiceNow platform and allcore functionality.
• Analyze data with aview to isolate the potentialcause of the issue.
• Involve others toaccomplish personal and groupgoals.
• Skills: What you will need to be successful in this role:
• Knowledge on LDAP/ActiveDirectory, SSOor other authentication or user management systems
• Understanding of EmailTroubleshooting (e.g. Office 365, Exchange )
• Knowledge on WebServices (SOAP, REST)
• Working knowledge on Network troubleshooting (e.g. Ping, Telnet)
• Hands on experience in anybi-directional, integration between two systems
• Some experience with Scripting languages: JavaScript preferred
• Experience with relational databases (e.g. MySQL, Oracle)
• Experience with the gathering and reading of various log files