Technical Support Engineer

Job title : Technical Support Engineer - Platform Technology

Location : Hybrid (San Diego, CA)

Duration: 12+ months

Note: This position requires to be onsite twice a week. Wednesdays and Thursdays are currently prominent but may change.

What you get to do in this role:

The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Platform Technologies. This includes being the first point of escalation within the technical support team and mentoring junior team members in the various technologies.

The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.

Hiring Manager Notes:

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?

Knowledge of Database, Object Oriented languages (java, javascript preferred) is a must and having ServiceNow knowledge is a big plus in technical standpoint. Good to have experience in working with customers on the support side.

What backgrounds/skills can we be more flexible with that can be learned on the job?

ServiceNow, Linux knowledge is optional and can be learned on the job.

Degree in computer science is preferred but not mandatory if they have sufficient knowledge and experience on technical aspects.

What will the interview process look like?

First round 30 minute initial manager/recruiter screening

Second round - 45 to 60 minute panel interview with 3-4 senior engineers (technical questions)

Final round - 45 to 60 minute panel interview with 2-4 managers (behavioral and some technical questions)

In order to be successful in this role, we need someone who has:

Demonstrated ability to troubleshoot difficult technical issues

Working knowledge of the components in a web applications stack

Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)

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

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

Experience administering: Linux/Unix OR Microsoft Server

Excellent verbal and written communication skills

Works well in a team environment

Strong personal commitment to quality and customer service

Ability to understand and communicate complex technical systems

Proven ability to maintain a professional demeanor when handling complex user issues

Desired Skills:

A fundamental understanding of ITSM, ITIL, or CMDB

Deep understanding of JavaScript.

Advanced MySQL or Oracle experience

Experience diagnosing performance degradation

Understanding of remote administration via SSH, SNMP, WMI, Powershell.