Senior Technical Support Engineer

ServiceNow

Amsterdam, Netherlands

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalations for the customer and providing technical guidance in addressing their business needs. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.

What you get to do in this role:

Work on and resolve technical issues reported by internal and external customers.
Maintain impeccable case hygiene and customer-related files and records.
Customer Advocate providing support to users/administrators of our platform.
Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.
Manage customers' expectations and experience in a way that results in high customer satisfaction.
Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
Opportunity to become a Subject Matter Expert in assigned areas of product functionality.
Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
Suggest and implement improvements to internal processes.
Work on technical and non-technical projects.
Communicate with customers and our teams through case, phone, and other electronic methods.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

Qualifications:

Qualifications and technical skills that will lead to your success:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
A Bachelor's in Computer Science (or related technical degree) or 3+ years of related experience within a technical support environment.
A good understanding of Object-oriented programming languages like Java.
An understanding and knowledge of the components in the web applications stack.  
An understanding and knowledge of the scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
An understanding and knowledge of Linux/Unix.
A Very Strong Experience with relational databases (e.g. MySQL, Oracle).
A strong commitment to own development by continuously updating knowledge, skills, and abilities.
The ability to understand problem statements and troubleshoot complex technical issues with ease.
The ability to take ownership and lead the investigation to resolve complex issues.
The ability to build a trustworthy reputation by honoring agreements and reliably following through on commitments.
A proven ability to maintain a professional demeanor when handling complex user issues.
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
A personal commitment to quality and customer service.
The ability to remain focused on achieving key goals, even in the face of obstacles and setbacks.
The ability to multi-task and efficiently manage the case queue.
The ability to respond to different situations with an appropriate level of flexibility.
The ability to operate in a demanding and high presssure environment.
A team player attitude to work efficiently in a collaborative environment.
The ability to adapt to a fast changing environment.