Technical Support Engineer - Service Management

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Job description

Job title : Technical Support Engineer - Service Management

Location : Orlando, FL (Hybrid)

Duration: 12+ months

Job ID: (phone number removed)

Position Overview:

We are looking for an experienced Support Engineer with a passion for excellence.

The Technical Support Engineer will be responsible for managing and resolving challenging issues for ServiceNow partners and customers.

This includes developing subject matter expertise within the technical support department.

The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve an unexpected behaviour or answer technical questions about the ServiceNow software and platform.

You will be a Subject Matter Expert for multiple applications and mentor other team members.

In this role you will debug JavaScript code as well as find better solutions to custom code.

Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues.

Cases are created by customers and managed by engineers using the ServiceNow software platform.

The successful candidate will be able to quickly gain an understanding of the ServiceNow platform.

This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.

Hiring Manager Notes:

Top "must have non-negotiable" skill sets.

Deep understanding of Java, JavaScript

Experience with relational databases such as MySQL

This is a customer facing role and the weight of customer support and case management element is split. Technical prowess is key, but so is being prepared to serve customers.

Screening Questions (must be present in resume or attached as a separate doc)

1) You have been assigned a P4 case (lowest priority with a 24 business hours response SLA), and a few hours later, the customer makes the following comment: "Dear Engineer, I need this fixed right now. Please escalate." - You have only taken an initial look at the case to read their problem statement but have not gone into further depth/research yet. What are the next actions you will take when reviewing this customer's request.

2) Given the following metrics:

(a) Number of Knowledge articles either written or attached to your cases

(b) TTR (time to relief) - how long before a case has a solution

(c) CSAT - customer satisfaction survey/score

(d) Number of cases closed

As a Support Engineer, what order of priority or value (1 - 4, with 1 being top priority) would you give the 4 above options, and why? Essentially, what's most important to you?

To be successful in this role you must have or equal to experience with:

Demonstrated ability to troubleshoot difficult technical issues

Must have solid object-oriented programming skills in JavaScript

Experience working with dynamic HTML components such as CSS and XHTML

Angular experience preferred

Working knowledge of the components in a web applications stack

Experience with relational databases such as MySQL

Linux and/or UNIX experience

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

Strong personal commitment to quality and customer service

Ability to work with high-value customer administrators and developers

Desired Skills:

Deep understanding of Java, JavaScript

Working knowledge of ServiceNow Platform

A fundamental understanding of IT service management and the ITIL business process

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