Staff Technical Support Engineer
Core
Resolve complex technical issues for ServiceNow customers via web, chat, email, and phone, utilizing diagnostic tools and coordinating with development teams for escalated cases.
Role type
Staff Technical Support Engineer (Platform)
Builds
Effective case resolutions and customer trust for the ServiceNow platform
Domain
IT Service Management (ITSM) / Enterprise Software Support
Deliverable
client delivery
Required skills
Advanced JavaScript, SQL (relational DB query creation), Java code reading, TCP/IP and networking knowledge, AI integration thinking, complex troubleshooting, mentoring/coaching
Preferred skills
Experience with broader infrastructure services, operating systems, and hardware
Technologies
ServiceNow platform, Java, SQL, JavaScript, TCP/IP
Responsibilities
Troubleshoot unexpected behaviors and answer technical questions about ServiceNow software, manage and resolve challenging issues, mentor junior team members, provide input on process and product improvements
Seniority
Staff, hands-on IC with mentorship responsibilities
