Support Engineer

• Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, integrations, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software.
• Troubleshoots and diagnoses design, reliability and maintenance problems or bugs to platform engineering/software engineering.
• 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 cases created by customers looking for help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
• Gain an understanding of the ServiceNow platform and all core functionality.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.

Technical Support Analyst

Helpdesk Technical Support Specialist

IT Support Analyst

Senior Product Technical Support Engineer

Senior IT Support Analyst

Tier 2 Technical Support Specialist