Description

The Technical Support Engineer will play a critical role in managing and resolving complex issues related to the ServiceNow platform. This position requires combining business and technical acumen with excellent communication and organizational skills. You will engage in proactive work and provide tactical support on urgent issues, collaborating with internal teams to ensure customer success. This role serves as the final point of escalation within technical support, leveraging your application and platform knowledge to assist customers and engineers facing challenges.

Company Culture and Environment

We foster a collaborative work environment where innovation and customer success are at the forefront. The role emphasizes teamwork and proactive engagement across various internal teams, ensuring a culture of shared expertise and commitment to quality service.

Career Growth and Development Opportunities

This position offers opportunities for personal growth through training on new products and cross-functional collaboration, facilitating career advancement and skill enhancement in a dynamic tech landscape.

Detailed Benefits and Perks

• Flexible hybrid working model with required onsite presence on Tuesdays and Thursdays.
• Opportunities for professional development and continuous learning.
• Engaging work environment with a focus on teamwork and innovation.

Compensation and Benefits

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• Retirement savings plan with company matching.
• Generous vacation and paid time off policy.
• Flexible working hours.

Why you should apply for this position today

This role provides a unique opportunity to tackle challenging technical issues within a leading platform while making a significant impact on customer success. By joining our team, you can enhance your technical skills and work alongside experienced professionals in a supportive environment.

Skills

• Demonstrated ability to troubleshoot, resolve, and provide code-level analysis for complex technical issues.
• In-depth understanding of SaaS products and integrated systems.
• Working knowledge of web application stack components.
• Hands-on experience with JavaScript, HTML, and CSS.
• Familiarity with Generative AI concepts and tools.
• Excellent time management and independent problem-solving skills.
• Strong communication skills for articulating complex solutions effectively.

Responsibilities

• Provide guidance on prioritizing and creating efficient workflows.
• Maintain excellent queue and case management skills.
• Perform case quality checks to ensure timely resolution.
• Learn and deliver training on new products.
• Engage with internal stakeholders for product improvement.
• Maintain technical expertise in assigned product areas to assist customers.
• Address documentation and coding gaps to support engineers and customers.
• Identify and resolve trends with application issues and knowledge gaps.

Qualifications

• Strong troubleshooting skills and ownership of customer issues.
• Ability to coordinate with engineering and escalation teams.
• Proven ability to work closely with high-value customer administrators and developers.
• Excellent attention to detail and ability to maintain focus.

Education Requirements

• Bachelor’s degree in Computer Science or related field preferred.

Education Requirements Credential Category

• Bachelor’s Degree in a relevant field.

Experience Requirements

• Experience in technical support or a related field.
• Hands-on experience in JavaScript, HTML, and CSS is required.
• Familiarity with Generative AI concepts is a plus.

Why work in San Diego, CA

San Diego offers a beautiful coastal environment with a vibrant culture and numerous recreational activities. Known for its pleasant weather year-round, the city is a hub for technology and innovation, making it an ideal place for professionals seeking career growth in a thriving tech ecosystem.