Praneeth Patlola
This listing was posted on Willhire.
Technical Support Engineer - Service Management
Location:
Santa Clara
Description:
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 behavior 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: From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role? 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. Interview Process: First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions) Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions) Screening Questions (must be present in resume or attached as a separate doc) 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. Given the following metrics: Number of Knowledge articles either written or attached to your cases TTR (time to relief) - how long before a case has a solution CSAT – customer satisfaction survey/score 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? Important Note - Onsite Requirement: This position requires a hybrid schedule to sit onsite 2-3 days of the week. 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 x
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More About this Listing: Technical Support Engineer - Service Management
Technical Support Engineer - Service Management is a Technology Technical Support Engineer Job at Servicenow located in United States. Find other listings like Technical Support Engineer - Service Management by searching Oodle for Technology Technical Support Engineer Jobs.
Technical Support Engineer - Service Management is a Technology Technical Support Engineer Job at Servicenow located in United States. Find other listings like Technical Support Engineer - Service Management by searching Oodle for Technology Technical Support Engineer Jobs.