ServiceNow is hiring a Staff Technical Support Engineer to join our global support organization. In this role, you will be a technical resource entrusted to guide customers through critical issues, ensuring timely and effective resolution while delivering exceptional support experiences.
What You'll Do
- Guide customers during critical issues to ensure timely and effective case resolution.
- Resolve technical cases related to troubleshooting unexpected behaviors or answering questions about the ServiceNow software and platform.
- Provide customer support using skills including building trust, showing empathy, and excellent communication via web, chat, email, case updates, and direct telephone support.
- Employ various diagnostic tools to isolate the potential cause of issues.
- Diligently manage and resolve challenging issues, coordinating assistance from additional teams for more complex cases.
- Mentor and coach junior members of the team.
- Provide input across business units regarding process and product improvements based on technical issue work with customers.
- Solve platform and database-level problems using Java and SQL skills, log analysis, and troubleshooting.
- Create queries to operate and change database contents in relational databases.
What We're Looking For
- 6+ years of customer-facing technical support expertise.
- Ability to troubleshoot multiple difficult technical issues with ease and complexity.
- Full professional proficiency in Japanese and English.
- Advanced understanding of JavaScript.
- TCP/IP and networking knowledge.
- Ability to read advanced 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.
- SQL knowledge at a level to create queries to operate and change database contents.
Nice to Have
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Technical Stack
- JavaScript
- Java
- SQL
- TCP/IP
Team & Environment
You will be part of a global support organization, working with a team dedicated to customer success and technical excellence.
Work Mode
This is a global role within our distributed organization.
ServiceNow is an equal 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.
