Senior Technical Support Engineer - Automation

Company Description
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 - ServiceNow 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.
Job Description
What you get to do in this role:
This position requires a bachelor's degree in computer science and 3 to 5+ years of related experience, as well as fluency in Portuguese, Spanish, and English.
We are looking for individuals who can successfully diagnose the entire technology stack, from the front end to the back end, to determine where to start troubleshooting an issue. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.
Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of ServiceNow customers. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.
Qualifications
Qualifications and technical skills that will lead to your success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Must have bachelor's degree in computer science or related field (or equivalent degree and experience)
• 3-5 years of providing customer facing technical support (Web based products or e-commerce preferred)
• Candidates lesser experience will be considered for appropriate roles.

In order to be successful in this role, we need someone who has:

• Understanding of remote administration via SSH, SNMP, WMI, PowerShell
• Solid understanding of object-oriented programming skills (Java strongly preferred)
• Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting
• Familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)
• Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
• Experience with troubleshooting tools such as Wireshark, Traceroute
• Understanding of SNMP traps and MIBs/OIDs
• Good understanding of database concepts.
• A fundamental understanding of ITOM, CMDB and ITIL business process
• Strong troubleshooting/root cause isolation skills
• Demonstrated creative problem-solving approach and strong analytical skills
• Must be proficient with analyzing log files and standard debugging concept.
• Experience providing web development support is highly desirable.
• Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management.
• Excellent communication skills (verbal and written).

Preferred Skills (Great to have)

• Proficiency in Portuguese, English, and Spanish, encompassing fluent abilities in reading, writing, and speaking.
• Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
• Understanding of JavaScript.
• Familiarity with Eclipse IDE.
• Previous experience in software development(or) software consulting.
• Experience providing SaaS support is desirable.

FD21
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 [email protected] 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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