The Global Technical Support team is diverse, creative, fast-growing team! We provide technical support round the clock. Support Centers are located in Australia, India, Ireland, Japan, Netherlands, UK and US. We are looking for engineers who have passion for technology, problem solving and eager to help customers. We work with different internal teams to provide great customer experience. We thrive to meet objectives, maintaining work focus despite obstacles or setbacks. 

As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   

What you get to do in this role: 

• Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Manage and resolve all issues.
• Experience assessing, 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.
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Help in development and mentoring of team members in various technologies and ServiceNow Platform.
• Suggest and implement improvements to internal processes.
• Work on technical and non-technical projects.
• Communicate with customers and our teams through 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.
• Role requires working in 24/7 shifts on a rotational basis. 

To be successful in this role you have: 

• Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
• Strong experience in writing/debugging on one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell
• Advance understanding of Object-Oriented programming. Java preferred
• Advance understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports
• Good Experience in diagnosing performance related issues by analysing Heap dumps or Thread Stacks
• Good Experience in using Linux/Unix OR Microsoft Server
• Good knowledge of the components in a web applications stack.
• Good knowledge on RDBMS (MySQL, Oracle)
• Familiarity with VMware, AWS, Azure, Event Management System
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Personal commitment to quality and customer service.
• Ability to multi-task and efficiently manage case backlog
• Should be a team player working efficiently in a collaborative environment
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.

Desired Skills  

• Experience providing SaaS support
• Experience working with the ServiceNow Platform
• A fundamental understanding of ITSM or ITIL framework
• Experience using tools like Splunk, Elk, Eclipse IDE and handling Network Devices  & Load Balancers
• Experience in remote administration via SSH, SNMP, WMI, Powershell