Technical Support Engineer _ Automation

Job Title

Role Overview

Key Responsibilities

• Customer Support

  : Provide exceptional customer support by answering technical questions and resolving issues through various communication channels (web, chat, email, phone).

• Issue Diagnosis

  : Utilize a deep understanding of the ServiceNow platform and core functionalities to diagnose, isolate, and troubleshoot technical issues.

• Collaboration

  : Work effectively with cross-functional teams for more complex issues, demonstrating creativity, flexibility, and teamwork.

• Process Improvement

  : Contribute insights to improve processes and products based on your experience in addressing customer issues.

Required Skills

• Working knowledge of web application stack components (e.g., AngularJS framework, AJAX, JavaScript, CSS, XML, HTML, XHTML).
  
• Basic understanding of object-oriented programming, with Java preferred.
  
• Strong troubleshooting and root-cause isolation abilities.
  
• Ability to analyze log files and debug standard technical issues.
  
• Creative problem-solving skills and strong analytical abilities.
  
• Experience with web development is highly desirable.
  
• Familiarity with industry tools and practices like incident management, knowledge base, defect, and escalation management.
  
• Excellent verbal and written communication skills.
  

Preferred Skills

• Previous experience working with the ServiceNow platform (e.g., Client Scripts, UI Policies, Actions, Scripts, Macros).
  
• Experience configuring Virtual Agent and Agent Workspace.
  
• Familiarity with the Bootstrap framework and message communication protocols.
  
• Strong working knowledge of JavaScript.
  
• Experience with Eclipse IDE.
  
• Previous experience in software development or consulting.
  
• Experience supporting and troubleshooting e-commerce applications, including catalog management, shopping carts, merchandising, and payment handling.
  
• Experience with SaaS support.
  

Education & Experience

• Bachelors degree in Computer Science or a related field (or equivalent experience).
  
• 2+ years of experience as a developer with skills mentioned in the job description.
  
• Previous experience in customer-facing technical support, particularly in web-based products or e-commerce, is highly preferred.