Technical Support Engineer 35591353

Technical Support Engineer - Platform Technologies

• 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