Senior Technical Support Engineer, Integrations

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

Qualifications and technical skills that will lead to your success:

• Bachelor's degree in Computer Science or related field, or equivalent experience.
• Minimum of 3 years of experience in technical support or related field.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical issues to both technical and non-technical stakeholders.
• Strong problem-solving skills and ability to troubleshoot network issues.
• Knowledge and experience with Single Sign-On (SSO) and LDAP authentication protocols.
• Familiarity with Active Directory and Windows Server environments.
• Experience with web services and the ability to troubleshoot issues with REST and SOAP APIs.
• Understanding of SSL architecture and experience with SSL certificate management.
• Proficiency in JavaScript, including familiarity with client-side scripting and basic web development concepts is also a desired skill as it is frequently used in ServiceNow integrations and customizations.
• Experience working with ServiceNow or other IT service management software is a plus.
• Ability to work collaboratively with cross-functional teams and adapt to changing priorities in a fast-paced environment.

Engineering, Management, Architecture, Ontwikkeling, Network, Service, JavaScript, Lead, Science, Windows Server, Product, SOAP, Support, Technical Support, Windows, IT