Senior Tech Support Engineer

  • Hoekenrode 3, Amsterdam, Netherlands
  • Employees can work remotely
  • Full-time
  • Work Persona: Flexible
  • Region: EMEA - Europe, Middle East and Africa
  • Employee Type: Regular

Company Description

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.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:

  • Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
  • Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
  • Manage and resolve all issues.
  • Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
  • pportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
  • Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
  • Help in development and mentoring of team members in various technologies and ServiceNow Platform.
  • Suggest and implement improvements to internal processes.
  • Work on technical and non-technical projects.
  • Communicate with customers and our teams through case, phone and other electronic methods.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
  • Maintain impeccable case hygiene and customer related files and records.
  • Participate in the weekend support on-call rotation.

Qualifications

To be successful in this role you have:

Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment 

Experience with the following:

 o   UI development or support experience

 o   Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development

 o   Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)

 o   Troubleshooting experience using browser developer tools

  • Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.
  • Scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Good experience with relational databases (e.g. MySQL, Oracle).
  • Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
  • Experience using Linux/Unix OR Microsoft Server
  • Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
  • Personal commitment to quality and customer service
  • Ability to multi-task and efficiently manage case backlog
  • Should be a team player working efficiently in a collaborative environment
  • Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
  • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.

Desired Skills

  • Experience providing SaaS support
  • Experience developing applications within the ServiceNow Platform
  • Experience diagnosing performance related issues.
  • Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab

FD21

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.

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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

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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