Technical Support Engineer

As a Technical Support Engineer at our company, you will play a crucial role in resolving technical cases created by our customers who seek assistance with understanding or troubleshooting unexpected behaviors or have technical queries related to the ServiceNow software and platform. Your commitment to providing exceptional customer support experiences will be paramount. Utilizing your skills in building trust, demonstrating empathy, and excellent communication, you will address customer questions and resolve issues through various channels including web, chat, email, case updates, and direct telephone support. A deep understanding of the ServiceNow platform and its core functionalities will be essential. You will employ various diagnostic tools to isolate the root cause of issues and diligently manage and resolve challenging cases assigned to you. In more complex scenarios, you may need to collaborate with additional teams for assistance, highlighting the importance of creative problem-solving, a collaborative mindset, and flexibility for your success. Furthermore, your role will involve providing valuable input across different business units to drive process and product improvements based on your unique perspective gained from resolving technical issues for customers. Qualifications: - Bachelor's degree in computer science or a related field is required (or equivalent degree and experience). - Minimum of 2 years of experience as a developer working on the skills mentioned in the Skills Section. - Previous experience in customer-facing technical support, preferably with web-based products or e-commerce, is advantageous. To excel in this role, you should have: - Proficiency in the components of a web application stack. - Knowledge of the AngularJS framework. - Experience with dynamic HTML components such as AJAX, JavaScript, CSS, XML, HTML, and XHTML. - Basic object-oriented programming skills, with Java proficiency strongly preferred. - Basic understanding of SQL is a plus. - Strong troubleshooting and root cause isolation skills. - Demonstrated creative problem-solving abilities and strong analytical skills. - Proficiency in analyzing log files and standard debugging concepts. - Experience in providing web development is highly desirable. - Familiarity with incident management, knowledge base, defect, and escalation management tools and practices. - Excellent verbal and written communication skills. Preferred Skills: - Previous experience working with the ServiceNow platform, such as a ServiceNow Developer handling Client Scripts, UI Policies/Actions/Pages/Scripts/Macros. - Experience with configuring Virtual Agent and Agent Workspace. - Understanding of the bootstrap framework. - Knowledge of message communication protocols. - Working understanding of JavaScript. - Familiarity with Eclipse IDE. - Previous experience in software development or software consulting. - Experience in providing SaaS support is desirable. If you meet the qualifications and possess the required skills, we look forward to having you join our team as a Technical Support Engineer to contribute to our customers" success and drive continuous improvement in our products and services.,