FAQs
What is the main responsibility of a Technical Support Engineer at ServiceNow?
The main responsibility is to resolve technical cases created by customers, helping them understand or troubleshoot unexpected behaviors and answering technical questions about the ServiceNow software and platform.
What qualifications are required for this role?
Candidates should have 0-2+ years of customer-facing technical support experience, the ability to troubleshoot complex technical issues, and basic knowledge of Java/JavaScript code.
Is previous experience in the tech industry necessary to apply?
No, ServiceNow encourages candidates from diverse backgrounds to apply, even if they have non-traditional paths or experience.
How important is customer service in this role?
Customer service is a personal commitment required in this role, as providing amazing customer support experiences is essential to success.
Will I need to collaborate with other teams?
Yes, you may need to coordinate assistance from additional teams for more complex cases, making a collaborative nature key to your success.
What work personas does ServiceNow offer?
ServiceNow offers flexible, remote, or required in-office work personas based on the nature of the work.
Is ServiceNow an equal opportunity employer?
Yes, ServiceNow is an equal opportunity employer and considers all qualified applicants without regard to various protected categories.
What should I do if I need accommodations during the application process?
If you require a reasonable accommodation to complete any part of the application process, you can contact globaltalentss@servicenow.com for assistance.
Is understanding the ServiceNow platform necessary for this role?
Yes, understanding the ServiceNow platform and its core functionalities is essential for troubleshooting and resolving customer issues effectively.
Are there opportunities for process and product improvements in this role?
Yes, support engineers provide valuable input across business units regarding process and product improvements based on their experiences working on technical issues for customers.