Technical Support Engineer - Employee & Customer Management (ECM)
* Full-time
* Employee Type: Regular
* Region: EMEA - Europe, Middle East and Africa
* Work Persona: Flexible
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. Join us as we pursue our purpose to make the world work better for everyone.
What you get to do in this role:
The support engineer will resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. The role involves providing excellent customer support through various channels such as web, chat, email, case updates, and telephone support. Understanding the ServiceNow platform and employing diagnostic tools to identify issues are essential. The engineer may need to coordinate with other teams for complex cases and will contribute insights for process and product improvements.
Qualifications and technical skills that will lead to success:
* Experience in leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.
* 2-4+ years of customer-facing technical support experience.
* Ability to troubleshoot complex technical issues.
* Strong commitment to quality and customer service.
* Working knowledge of web application components.
* Excellent verbal and written communication skills.
* Teamwork skills and a professional demeanor in handling user issues.
Optional Skills:
* Understanding of ITSM, ITIL, or CMDB.
* Experience with UNIX Shell, AJAX, ReactJS, GraphQL, Angular.
* Basic administration experience in Linux/UNIX or Microsoft Server.
We promote flexibility and trust in our distributed work environment. Learn more here.
Equal Opportunity Employer
ServiceNow is committed to equal opportunity employment, considering all qualified applicants without discrimination based on protected categories. Applicants with arrest or conviction records are also considered in accordance with legal requirements.
Accommodations
If you need a reasonable accommodation during the application process, contact [emailprotected].
Export Control Regulations
Employment may be contingent upon obtaining necessary export control approvals, especially for positions requiring access to controlled technology.
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