Application Support Engineer

• Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.

• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.

• Own and resolve all issues with a high standard of professionalism.

• Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues

• Manage customers' expectations and experience in a way that results in high customer satisfaction.

• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

• Suggest and implement improvements to internal processes and tools.

• Work on technical and non-technical projects

• Effectively communicate with customers and internal teams via case, phone and other electronic methods

• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

• Maintain impeccable case hygiene and customer related files and records.

• Participate in the weekend support on-call rotation.

Skills:

Required Skills:

• Experience with relational databases (e.g. MySQL, Oracle).

• Experience using Linux/Unix OR Microsoft Server

• Basic knowledge of the components in a web applications stack.

• Experience in one (or more) scripting languages: (JavaScript, Python, Perl, Unix Shell, Windows Shell)

• Ability to troubleshoot difficult technical issues and it’s complexities with ease

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

• Strong personal commitment to quality and customer ser