Technical Support Engineer-Service Management

Title: Technical Support Engineer-Service Management

Location: Santa Clara, CA-Hybrid (Wed and Thursday in the office)

Duration: 12+ Months Contract Role

Position Overview:

• We are looking for an experienced Support Engineer with a passion for excellence. The Technical Support Engineer will be responsible for managing and resolving challenging issues for ServiceNow partners and customers. This includes developing subject matter expertise within the technical support department. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve an unexpected behavior, or answering technical questions about the ServiceNow software and platform.
• In this role, you will debug JavaScript code as well as find better solutions to custom code. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role in a very collaborative environment, and therefore, it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.

Must Have:

• Deep understanding of Java, JavaScript
• Experience with relational databases such as MySQL
• English level B2 or above, as we will be supporting customers primarily in English
• This is a customer-facing role, and the weight of the customer support and case management elements is split. Technical prowess is key, but so is being prepared to serve customers.

Skills:

• To be successful in this role, you must have or equal to experience with:
• Demonstrated ability to troubleshoot difficult technical issues
• Must have solid object-oriented programming skills in JavaScript
• Experience working with dynamic HTML components such as CSS and XHTML
• Angular experience preferred
• Working knowledge of the components in a web application stack
• Experience with relational databases such as MySQL
• Linux and/or UNIX experience
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service
• Ability to work with high-value customer administrators and developers

Desired Skills:

• Deep understanding of Java, JavaScript
• A fundamental understanding of IT service management and the ITIL business process
• Working knowledge of the ServiceNow Platform