Senior Technical Support Engineer

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

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What you get to do in this role:   

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications

To be successful in this role you have:

• Valid legal authorization to work in Japan
• Business level fluency in both Japanese and English
• 4+ years Technical Support experience
• Ability to troubleshoot difficult technical issues with ease and complexity, and explain the solution in an accurate and concise manner
• Ability to read basic Java/JavaScript code
• Experience with relational databases (e.g. MySQL, Oracle)
• Linux and/or UNIX experience
• Working knowledge of the components in a web applications stac

Desired Skills

Having deep knowledge in one or more of following technical domains would be a big plus.

• Authentication / authorization / security: LDAP/Active Directory, SSO, MFA or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder).
• JavaScript and advanced MySQL or Oracle experience.
• Dynamic HTML components: AJAX, JavaScript, AngularJS, Jelly, CSS, XML, HTML, XHTML.
• Computer Networking: TCP/IP, HTTP, SNMP, MIBs/OIDs, concepts of firewall, load balancer
• Experience with ServiceNow ITOM and ITAM products (CMDB & Asset Management, Orchestration, Discovery, Mid Server, Service Mapping).

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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