Technical Support Engineer - UX

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 — Service Now 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.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the Service Now platform. This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro‑active work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with Service Now platform.

This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues.

• Provide guidance on prioritizing and creating efficient workflows to keep up with workload.
• Maintain and display excellent queue and case management skills.
• Perform Case quality Checks to ensure cases are staying on track.
• Learn & Deliver training on the new products.
• Actively engage in cross‑functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Personal commitment to quality and customer service.
• Frontend browser debugging experience required.

In addition, the Technical Support Engineer addresses documentation and coding gaps using his/her knowledge to help support engineers as well as customers achieve their business goals; while working directly with others to help resolve their issues, you will ensure all issues are vetted before reaching the engineering team. The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills.

We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible.

To be successful in this role, we need someone who has:

• Demonstrated fluid ability to troubleshoot, resolve, and provide code level analysis for complex technical issues.
• In-depth understanding of how SaaS products work – possess a deep technical understanding as well as a basic understanding of integrated systems.
• Working knowledge of the components in a web applications stack.
• Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.
• Hands‑on experience in JavaScript, HTML, CSS is required.
• Proven ability to maintain focus and work effectively with uncompromising attention to detail.
• Ability to work closely with high‑value customer administrators and developers that have a variety of experience and skillset.
• Excellent time management skills and must be able to work independently to provide workable solutions.
• Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalated for a quick solution.
• Ability to work with other teams to resolve cases.
• Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems.
• Identify and help resolve trends with application issues and knowledge gaps within the organization.
• The following additional skills are preferred but not required:
• A fundamental understanding of IT service…