Senior Tech Support Engineer, ServiceNow

Salary not provided
JavaScript
Java
Mid and Senior level
Amsterdam
ServiceNow

Cloud-based digital workflows for enterprises

Job no longer available

ServiceNow

Cloud-based digital workflows for enterprises

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Job no longer available

Salary not provided
JavaScript
Java
Mid and Senior level
Amsterdam

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Company mission

To transform IT to revolutionise the enterprise.

Role

Who you are

  • 4+ years customer facing technical support experience
  • Ability to troubleshoot difficult technical issues with ease and complexity
  • Ability to read basic Java/JavaScript code
  • Ability to explain solutions to complex technical problems
  • Personal commitment to quality and customer service
  • Personal commitment to quality and customer service

What the job involves

  • The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution
  • 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

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Insights

Top investors

16% employee growth in 12 months

Company

Company benefits

  • Commuter benefits
  • Annual learning stipends
  • Work from home opportunities
  • Generous family leave
  • Matched donations
  • Flexible PTO
  • 401(k) matching
  • Paid volunteer time

Funding (last 2 of 6 rounds)

Mar 2012

$11m

GROWTH EQUITY VC

Feb 2012

$17.9m

GROWTH EQUITY VC

Total funding: $83.8m

Our take

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.

Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.

The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.

The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.

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Freddie

Company Specialist at Welcome to the Jungle