Technical Support Engineer

• Customer Advocate providing support to users/administrators of our platform
• Supporting and contributing to the growth of best practices for delivery of support services
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Own and resolve all issues with a high standard of professionalism
• Hands on experience triaging, 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
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
• Suggest and implement improvements to internal processes and tools
• Work on technical and non-technical projects Effectively communicate with customers and internal teams via 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

Skills: Required Skills:

• Experience with relational databases (e.g. MySQL, Oracle)
• Experience using Linux/Unix OR Microsoft Server Basic knowledge of the components in a web applications stack
• Experience in one (or more) scripting languages: (JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Ability to troubleshoot difficult technical issues and it s complexities with ease
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service

Desired Skills

• Experience providing SaaS / PaaS support
• Experience working with the ServiceNow Platform
• A fundamental understanding of ITILframework
• Experience in using tools like Splunk Ability to read and understand data base logs

Education: Bachelors Degree in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment