About the position
We are looking for an experienced Technical Support Engineer for a large, global B2B Software company. In this role, you will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. This role combines business and technical expertise with excellent communication and organizational skills, where you will be doing proactive work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with the ServiceNow platform. This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist customers and other engineers in need of assistance on complex issues. This is a 12-month project (extension possible), 40 hours per week, hybrid role in Orlando, FL. This is a W2 employee of Stage 4 Solutions. Health benefits and 401K are offered.
Responsibilities
- Provide guidance on prioritizing and creating efficient workflows to keep up with workload.
- Maintain and display excellent queue and case management skills.
- Perform Case quality Checks to ensure cases are staying on track.
- Learn & Deliver training on the new products.
- Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product.
- Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
- Personal commitment to quality and customer service.
- Frontend browser debugging experience required.
Requirements
- 2+ years of relevant work experience or relevant industry experience.
- Demonstrated fluid ability to troubleshoot, resolve, and provide code-level analysis for complex technical issues.
- In-depth understanding of how SaaS products work - possess a deep technical understanding as well as a basic understanding of integrated systems.
- Working knowledge of the components in a web application stack.
- Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests.
- Hands-on experience in JavaScript, HTML, and CSS is required.
- Proven ability to maintain focus and work effectively with uncompromising attention to detail.
- Ability to work closely with high-value customer administrators and developers who have a variety of experiences and skill sets.
- Excellent time management skills and must be able to work independently to provide workable solutions.
- Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for a quick solution.
- Ability to work with other teams to resolve cases.
- Identify and help resolve trends with application issues and knowledge gaps within the organization.
- Bachelor's degree in engineering or a technical field.
Benefits
- Health benefits
- 401K
