📍 Job Overview

Job Title: Senior Technical Support Engineer
Company: ServiceNow
Location: Amsterdam, Noord-Holland, Netherlands
Job Type: Hybrid (Office presence required 2-3 days a week)
Category: Technical Support Engineer
Date Posted: June 13, 2025
Experience Level: Mid-Senior level (2-5 years of experience)
Remote Status: On-site with flexible remote work

🚀 Role Summary

Key Responsibilities: Manage and resolve complex technical issues for customers, provide technical guidance, advocate for customers within product and development teams, and drive process improvements.
Key Skills: Technical support, problem-solving, customer advocacy, programming, scripting, Linux, relational databases, AI integration, communication, troubleshooting, and team collaboration.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to effectively manage customer issues and drive improvements within the organization.

💻 Primary Responsibilities

Technical Issue Resolution: Work on and resolve technical issues reported by internal and external customers, maintaining impeccable case hygiene and customer-related files and records.
Customer Advocacy: Serve as a customer advocate, supporting users/administrators of the platform and managing customers' expectations and experience.
Technical Expertise: Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers, with the opportunity to become a Subject Matter Expert in assigned areas.
Process Improvement: Suggest and implement improvements to internal processes, work on technical and non-technical projects, and create knowledge base materials dedicated towards operational efficiency.
Communication: Communicate with customers and teams through case, phone, and other electronic methods, and create knowledge base materials empowering and enabling customers.

📝 Enhancement Note: This role involves managing complex technical issues, requiring strong problem-solving skills and a commitment to maintaining high customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's in Computer Science or related technical degree, or 3+ years of related experience within a technical support environment.

Required Skills:

Experience integrating AI into work processes, decision-making, or problem-solving.
Strong knowledge of Object-oriented programming languages like Java.
Understanding of web applications stack components and scripting languages (JavaScript, Python, Perl, Unix Shell, Windows Shell).
Proficiency in Linux/Unix and relational databases (e.g., MySQL, Oracle).
Excellent written and verbal communication skills.
Strong commitment to continuous learning and development.
Ability to troubleshoot complex technical issues and lead investigations.
Proven ability to maintain a professional demeanor when handling complex user issues.
Ability to multi-task, manage case queues, and operate in a high-pressure environment.

Preferred Skills:

Experience with ServiceNow platform.
Knowledge of cloud technologies.
Familiarity with automated test framework, studio, and development tools.
Understanding of plugins and applications.

📝 Enhancement Note: While not explicitly stated, experience with the ServiceNow platform would be beneficial for this role. Candidates with relevant experience in similar platforms or a strong background in technical support are encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills and technical expertise through past projects or case studies.
Showcase experience in managing complex technical issues and driving process improvements.
Highlight customer advocacy skills and ability to manage customer expectations.

Technical Documentation:

Provide detailed documentation of past projects, including problem statements, troubleshooting steps, and resolution methods.
Include any relevant customer feedback or satisfaction metrics to demonstrate the impact of your work.

📝 Enhancement Note: While not explicitly required, providing examples of customer feedback or satisfaction metrics can strengthen your application and demonstrate the value you can bring to the role.

💵 Compensation & Benefits

Salary Range: €60,000 - €80,000 per year (Based on market research for Senior Technical Support Engineers in the Netherlands with 2-5 years of experience)

Benefits:

Competitive salary and benefits package.
Flexible work personas (flexible, remote, or required in office).
Equal opportunity employer with a focus on diversity and inclusion.
Accommodations for candidates with disabilities.
Export control regulations apply for positions requiring access to controlled technology.

📝 Enhancement Note: The salary range provided is based on market research for Senior Technical Support Engineers in the Netherlands with 2-5 years of experience. Actual salary may vary based on individual qualifications and company policy.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow is a global market leader in digital workflows, providing an intelligent cloud-based platform that seamlessly connects people, systems, and processes. The company operates in a dynamic and fast-paced industry, focusing on innovation and continuous improvement.

Company Size: ServiceNow is a large organization with over 8,100 customers, including 85% of the Fortune 500. This size provides opportunities for growth and collaboration across various teams and functions.

Founded: 2004, in San Diego, California.

Team Structure:

The Global Technical Support team is a diverse, creative, and fast-growing team that provides technical support around the clock.
The Platform Technologies team is responsible for the platform and data integrity, handling issues related to the database, upgrades, plugin installations, clones, reporting, performance analytics, artificial intelligence, and all features supporting developers in their daily activities.

Development Methodology:

ServiceNow follows Agile methodologies, focusing on continuous improvement and customer satisfaction.
The company emphasizes collaboration, innovation, and a customer-centric approach.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's large size and global presence offer opportunities for growth and collaboration, while its focus on innovation and continuous improvement creates a dynamic work environment.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the Senior level, requiring a strong technical background and proven experience in technical support, troubleshooting, and process improvement. The role offers opportunities to become a Subject Matter Expert in assigned areas and drive strategic initiatives.

Reporting Structure: The Senior Technical Support Engineer reports to the Technical Support Manager and works closely with other technical support teams, product teams, and development teams to resolve customer issues and drive improvements.

Technical Impact: The role has a significant impact on customer satisfaction and the overall success of the ServiceNow platform. By effectively managing and resolving technical issues, the Senior Technical Support Engineer ensures that customers can maximize the value they derive from the platform.

Growth Opportunities:

Become a Subject Matter Expert in assigned areas of product functionality.
Drive strategic initiatives and process improvements within the technical support organization.
Develop technical and leadership skills through mentoring, training, and project management opportunities.
Explore career paths within the broader ServiceNow organization, including roles in product management, development, or other technical teams.

📝 Enhancement Note: The Senior Technical Support Engineer role offers significant opportunities for growth and development, both within the technical support organization and across the broader ServiceNow company.

🌐 Work Environment

Office Type: ServiceNow's Amsterdam office is a modern, collaborative workspace designed to facilitate communication and innovation among team members.

Office Location(s): Hoekenrode 3, Amsterdam, Netherlands.

Workspace Context:

The workspace is equipped with multiple monitors, testing devices, and development tools to support technical support activities.
The office encourages collaboration and knowledge sharing among team members, with opportunities for cross-functional interaction with other teams and departments.

Work Schedule: The role requires a flexible work schedule, including weekend work (approximately one day every 4 weeks) and bank holiday work when coverage is needed. The role is based on a flexible persona, requiring office presence 2-3 days a week.

📝 Enhancement Note: ServiceNow's work environment encourages collaboration and innovation, with a flexible work schedule that balances on-site and remote work to support a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: Demonstrate strong problem-solving skills and technical expertise through a hands-on assessment or case study.
Behavioral Interview: Discuss your approach to customer advocacy, process improvement, and team collaboration.
Final Interview: Meet with the hiring manager or other senior team members to discuss your fit for the role and the team's culture.

Portfolio Review Tips:

Highlight your problem-solving skills and technical expertise through past projects or case studies.
Include any relevant customer feedback or satisfaction metrics to demonstrate the impact of your work.
Tailor your portfolio to showcase your ability to manage complex technical issues and drive process improvements.

Technical Challenge Preparation:

Brush up on your technical skills, focusing on programming, scripting, Linux, and relational databases.
Familiarize yourself with the ServiceNow platform and any relevant cloud technologies.
Prepare for behavioral questions related to customer advocacy, process improvement, and team collaboration.

ATS Keywords: (Organized by category)

Programming Languages: Java, JavaScript, Python, Perl, Unix Shell, Windows Shell
Web Technologies: ServiceNow, Cloud Technologies
Databases: MySQL, Oracle
Tools: Linux/Unix, Relational Databases, AI Integration
Methodologies: Agile, Problem Solving, Troubleshooting
Soft Skills: Communication, Customer Advocacy, Process Improvement, Team Collaboration
Industry Terms: Technical Support, Customer Satisfaction, Customer Experience, Customer Success

📝 Enhancement Note: The interview process for the Senior Technical Support Engineer role focuses on assessing your technical skills, problem-solving abilities, and customer advocacy approach. Prepare for hands-on assessments, behavioral interviews, and final interviews with senior team members.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not explicitly stated, but relevant for customer-facing aspects of the role)

JavaScript (for customer-facing web interfaces and tools)
HTML/CSS (for customer-facing web interfaces and documentation)

Backend & Server Technologies:

Java (ServiceNow platform is built using Java)
Linux/Unix (operating systems for the ServiceNow platform and customer environments)
MySQL, Oracle (relational databases used by the ServiceNow platform and customers)

Development & DevOps Tools:

ServiceNow Platform (for managing customer issues and driving process improvements)
JIRA, Confluence (for project management and collaboration)
Git, GitHub (for version control and code management)
Jenkins, CircleCI (for continuous integration and deployment)

📝 Enhancement Note: While the specific technology stack for this role is not explicitly stated, the role requires strong proficiency in programming, scripting, Linux, and relational databases. Familiarity with the ServiceNow platform and relevant cloud technologies is also beneficial.

👥 Team Culture & Values

Web Development Values:

Customer-centric: Focus on understanding and addressing customer needs, driving customer satisfaction, and advocating for customers within the organization.
Innovative: Continuously improve and drive process improvements to enhance the customer experience and the overall success of the ServiceNow platform.
Collaborative: Work closely with other technical support teams, product teams, and development teams to resolve customer issues and drive strategic initiatives.
Expertise-driven: Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers and drive process improvements.

Collaboration Style:

Cross-functional integration: Work closely with other technical support teams, product teams, and development teams to resolve customer issues and drive strategic initiatives.
Code review culture: Collaborate with team members to review and improve technical support processes, documentation, and knowledge base materials.
Knowledge sharing: Share technical expertise and best practices with team members and other technical support teams to enhance the overall performance of the organization.

📝 Enhancement Note: ServiceNow's team culture emphasizes customer-centricity, innovation, collaboration, and expertise-driven approaches to technical support and process improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Manage and resolve complex technical issues for customers, requiring strong problem-solving skills and technical expertise.
Drive process improvements within the technical support organization, requiring a deep understanding of customer needs and a commitment to continuous improvement.
Collaborate with other technical support teams, product teams, and development teams to resolve customer issues and drive strategic initiatives, requiring strong communication and teamwork skills.

Learning & Development Opportunities:

Become a Subject Matter Expert in assigned areas of product functionality, requiring a commitment to continuous learning and development.
Drive strategic initiatives and process improvements within the technical support organization, providing opportunities for leadership development and architecture decision-making.
Explore career paths within the broader ServiceNow organization, including roles in product management, development, or other technical teams, offering opportunities for technical and leadership growth.

📝 Enhancement Note: The Senior Technical Support Engineer role presents significant technical challenges and opportunities for growth and development within the technical support organization and across the broader ServiceNow company.

💡 Interview Preparation

Technical Questions:

Technical Assessment: Prepare for a hands-on assessment or case study that focuses on your problem-solving skills and technical expertise.
Behavioral Interview: Practice answering behavioral questions related to customer advocacy, process improvement, and team collaboration.
Final Interview: Prepare for final interviews with senior team members, focusing on your fit for the role and the team's culture.

Company & Culture Questions:

Research ServiceNow's industry, company size, and team structure to demonstrate your understanding of the organization and its culture.
Prepare questions to ask the interviewer about the team's dynamics, growth opportunities, and the company's long-term vision for the role.

Portfolio Presentation Strategy:

Tailor your portfolio to highlight your problem-solving skills, technical expertise, and customer advocacy approach.
Include any relevant customer feedback or satisfaction metrics to demonstrate the impact of your work.
Practice presenting your portfolio and be prepared to discuss your approach to technical support, process improvement, and team collaboration.

📝 Enhancement Note: Prepare thoroughly for the interview process, focusing on your technical skills, problem-solving abilities, and customer advocacy approach. Tailor your portfolio to showcase your expertise and demonstrate your fit for the role.

📌 Application Steps

To apply for this Senior Technical Support Engineer position:

Customize Your Application: Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for the role.
Prepare Your Portfolio: Curate your portfolio to showcase your problem-solving skills, technical expertise, and customer advocacy approach, including any relevant customer feedback or satisfaction metrics.
Practice Technical Interview Preparation: Brush up on your technical skills, prepare for hands-on assessments, behavioral interviews, and final interviews with senior team members.
Research ServiceNow: Familiarize yourself with ServiceNow's industry, company size, team structure, and long-term vision for the role to demonstrate your understanding of the organization and its culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Emphasize technical support, problem-solving, and customer advocacy skills required for the role.
Highlight the need for strong programming, scripting, Linux, and relational database proficiency.
Address the role's focus on driving process improvements and collaborating with other teams.
Include specific guidance on preparing for technical interviews, behavioral interviews, and final interviews with senior team members.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about the role's requirements, technical challenges, or growth opportunities.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web development and server administration-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

Include specific web technologies, programming languages, and server platforms relevant to the role.
Address web development career progression paths and technical leadership opportunities in web technology teams.
Provide tactical advice for portfolio development, live demonstrations, and project case studies tailored to the role.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles relevant to the role.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web development and server administration industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to web technology professionals.
Provide actionable insights that give web development and server administration candidates a competitive advantage.
Focus on web development team culture, cross-functional collaboration, and user impact measurement relevant to the role.

Technical Focus & Portfolio Emphasis:

Emphasize problem-solving skills, technical expertise, and customer advocacy approach through past projects or case studies.
Include specific portfolio requirements tailored to the role, highlighting relevant customer feedback or satisfaction metrics.
Address browser compatibility, accessibility standards, and user experience design principles relevant to the role.
Focus on problem-solving methods, performance optimization, and scalable web architecture relevant to the role.
Include technical presentation skills and stakeholder communication for web projects relevant to the role.

Avoid:

Generic business jargon not relevant to web development or server administration roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific web technology role.
Marketing language unrelated to web development, server administration, or user experience.

Generate comprehensive, web technology-focused content that serves as a valuable resource for web developers, server administrators, and infrastructure professionals seeking their next opportunity in a Senior Technical Support Engineer role.

Senior Technical Support Engineer