Technical Support Engineer - Federal

What you get to do in this role: 

In this role the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences using skills that include building trust showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web chat email case updates as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such creative problem solving a collaborative nature and flexibility will be key to your success.

Lastly support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

This position requires passing a ServiceNow background screening USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements only US citizens US naturalized citizens or US Permanent Residents holding a green card will be considered.

Qualifications :

Qualifications and technical skills that will lead to success: 

• 02 years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Personal commitment to quality and customer service

For positions in California (outside of the Bay Area) we offer a base pay of $75500 $117100 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located and is subject to change based on work location. For individuals who will be working in the Bay Area there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact  for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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