Senior Technical Support Engineer

• Provide nuanced technical and non-technical direction to customers on their usage and deployment of the Veza platform and onboarding integrating technologies
• Manage the escalation and prioritization of product defects to the engineering team
• Lead the customer experience function as an advocate and voice of the customer with product and engineering teams
• Create and share knowledge in both written and verbal forms both internally and externally
• Collaborate with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes
• Daily case management and case handling of heavy case workload effectively., We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

• Experienced with 5+ years in customer support, technical support, or security engineer experience for an enterprise cloud based platform
• Knowledgeable of RBAC (role based access control) and least privileged access practices
• Working knowledge of computer Networking and troubleshooting in a Linux/Unix environment.
• Knowledgeable of RESTful APIs with the ability to understand and troubleshoot issues with cloud services
• Aware of identity and access management practices
• Detail oriented and able to balance multiple priorities
• Able to work independently with minimal supervision as part of a team.

Nice to Have:

• Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud,Snowflake, Okta, Azure)
• Experience with utilization of Python scripting in solving tangible customer issues

For positions in this location, we offer a base pay of $104,700 - $178,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Veza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data. Veza's Access Graph platform maps an organization's entire identity ecosystem across users, groups, roles, policies, permissions, and resources providing deep visibility and control over human, non-human, and agentic identities across SaaS, cloud, on-prem, and custom applications. With over 30 billion access permissions under management, global enterprises including Blackstone, Expedia, and Wynn Resorts trust Veza to manage privileged access monitoring, non-human identity security, access entitlement management, and next-generation identity governance. Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the ServiceNow family, with the acquisition closing in March 2026. The combination brings together Veza's AI-native Access Graph with ServiceNow's AI Control Tower and agentic workflows, enabling organizations to enforce end-to-end identity security rooted in the principle of least privilege across applications, data, cloud environments, and AI agents. For engineers joining Veza today, this means the scale and resources of an enterprise platform company, with the product velocity and mission-driven focus of a security innovator at a pivotal moment in the industry.