ServiceNow
We deliver digital workflows that create great experiences and unlock productivity.

Tech Support Engineer at ServiceNow (Remote)

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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
We're a startup within an emerging cloud superpower. We collaborate with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks. We're curious, fun, a little intense, and kind of obsessed with helping our users and customers thrive. We are launching new products for DevOps/SRE with a product-led go to market and are looking for a Sr. Technical Support Engineer who has passion for technology, problem solving and eager to help customers by providing them a world-class experience. Does that sound like an exciting place to work?
As a Support Engineer, you will enable our customers with your passion and knowledge of the platform. You will resolve customer issues and provide technical guidance in addressing their business needs. You will be the voice of the customer into our product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.
Responsibilities
• Be a Customer Advocate providing support to users/administrators of our platform
• Define and deliver technical support working closely with engineering
• Resolve customer requests and escalations via email, phone and chat and handling inquiries
• 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 platform and all core functionalities.
• Analyze data with a view to isolate the potential cause of the issue.
• Involve others to accomplish personal and group goals.
Qualifications
Qualifications
To be successful in this role you have:
• 4+ years Technical Support expertise at an enterprise SaaS startup, ideally with a product-led go to market offering
• Strong technical background and customer facing experience
• Ability to troubleshoot multiple difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code, with exposure to broader infrastructure services, operating systems, hardware and networking
• Ability to discuss issues with the customer and development team and provide solutions to customer cases
• Personal commitment to quality and customer service
• Works through uncertainty using the analytical and data-driven approach
• Self-directed, fast-paced, hardworking with no BS, can-do attitude and desire to learn
• Domain experience in DevOps and SRE is highly desirable
Additional Information
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.
If you are an individual with a disability and 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 +1 (408) 501-8550 , or [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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Where we are

We’re on the edge of Lake Washington at Carillon Point in Kirkland. Right now, we're physically distanced but trying to stay socially connected!
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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
On-site!
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses.
Company Outings
Site social activities periodically
Game Room
Stocked Kitchen
Happy Hours
Steps away from awesome restaurants and bars.
Parking
Free parking
Pet Friendly
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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