📍 Job Overview

• Job Title: Senior Technical Support Engineer
• Company: ServiceNow
• Location: Santa Clara, California, United States
• Job Type: Full-time
• Category: Technical Support Engineer
• Date Posted: August 2, 2025
• Experience Level: Mid-Senior level (5-10 years)
• Remote Status: On-site (Santa Clara, CA)

🚀 Role Summary

• Key Responsibilities: Provide technical support to customers, troubleshoot complex issues, and collaborate with cross-functional teams to resolve cases.
• Key Skills: Customer support, technical troubleshooting, Java, JavaScript, AI integration, problem-solving, communication, empathy, collaboration, diagnostic tools, case management, process improvement, and technical knowledge.
• Key Technologies: ServiceNow platform, Java, JavaScript, AI-powered tools, and diagnostic tools.

📝 Enhancement Note: This role requires a strong customer focus, technical problem-solving skills, and the ability to work effectively in a global team environment. Familiarity with the ServiceNow platform and its core functionalities is essential for success in this role.

💻 Primary Responsibilities

• Technical Case Resolution: Troubleshoot and resolve complex technical issues reported by customers, ensuring timely and effective case resolution.
• Customer Interaction: Communicate with customers via web, chat, email, case updates, and direct telephone support, providing amazing customer support experiences.
• Diagnostic Analysis: Utilize various diagnostic tools to isolate potential causes of issues and collaborate with other teams to resolve complex cases.
• Process Improvement: Provide input across business units regarding process and product improvements based on insights gained from working on technical issues for customers.
• Technical Knowledge Sharing: Contribute to the growth and success of the ServiceNow customer community by sharing technical knowledge and best practices.

📝 Enhancement Note: This role requires strong analytical and problem-solving skills, as well as the ability to work under pressure and manage multiple cases simultaneously. A commitment to quality and customer service is essential for success in this role.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 4+ years of customer-facing technical support experience, with a proven track record of resolving complex technical issues.

Required Skills:

• Proven ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service
• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving

Preferred Skills:

• Experience with the ServiceNow platform and its core functionalities
• Strong communication and interpersonal skills
• Ability to work effectively in a global team environment
• Experience with diagnostic tools and case management systems
• Knowledge of process improvement methodologies

📝 Enhancement Note: Candidates with experience in AI integration, process improvement, and customer support will be well-suited for this role. Familiarity with the ServiceNow platform and its core functionalities is highly desirable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate a strong track record of resolving complex technical issues in a customer-facing role.
• Showcase examples of process improvement initiatives driven by customer feedback or technical insights.
• Highlight any experience with AI integration, including AI-powered tools, workflow automation, or data analysis.

Technical Documentation:

• Provide detailed documentation of complex technical issues resolved, including steps taken to diagnose and resolve the problem.
• Include any relevant screenshots, error messages, or other supporting materials that demonstrate your technical problem-solving skills.
• Highlight any process improvement initiatives driven by customer feedback or technical insights, including the outcome and impact on the customer experience.

📝 Enhancement Note: A well-structured portfolio demonstrating a candidate's ability to troubleshoot complex technical issues, integrate AI into work processes, and drive process improvement initiatives will be highly valued in this role.

💵 Compensation & Benefits

Salary Range: $103,000 - $175,100 per year (base pay)

Benefits:

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan and family leave programs

Working Hours: Full-time position, typically 40 hours per week. May require occasional overtime or on-call duties to support critical customer issues.

📝 Enhancement Note: The salary range provided is a guideline and may vary based on factors such as qualifications, skill level, competencies, and work location. ServiceNow offers a competitive total compensation package, including equity (when applicable), variable/incentive compensation, and benefits.

🎯 Team & Company Context

Company Culture: ServiceNow is a global market leader in AI-enhanced technology, empowering organizations to find smarter, faster, and better ways to work. The company values innovation, customer focus, and collaboration, fostering a dynamic and inclusive work environment.

Team Structure: The global support engineering team is organized by regions, with each region having dedicated support engineers for specific customer segments. The team works closely with cross-functional teams, including product management, engineering, and sales, to ensure customer success and drive process improvement initiatives.

Development Methodology: ServiceNow follows an Agile development methodology, with a focus on continuous improvement and customer feedback. The support engineering team plays a crucial role in gathering customer insights and driving process improvement initiatives.

Company Website: www.servicenow.com

📝 Enhancement Note: ServiceNow's global presence and commitment to customer success provide opportunities for career growth and development in a dynamic and innovative environment. The company's focus on AI integration and process improvement makes it an attractive destination for technical professionals seeking to make an impact in a rapidly evolving field.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer - This role is responsible for providing technical support to customers, troubleshooting complex issues, and driving process improvement initiatives. The ideal candidate will have 4+ years of customer-facing technical support experience and a strong commitment to quality and customer service.

Reporting Structure: This role reports directly to the Manager, Technical Support Engineering. The team is organized by regions, with each region having dedicated support engineers for specific customer segments.

Technical Impact: The Senior Technical Support Engineer plays a critical role in ensuring customer success and driving process improvement initiatives. Their technical expertise and ability to troubleshoot complex issues enable them to provide exceptional customer support and contribute to the growth and success of the ServiceNow customer community.

Growth Opportunities:

• Technical Growth: Develop expertise in the ServiceNow platform and its core functionalities, as well as emerging technologies and AI integration strategies.
• Leadership Development: Gain experience in managing complex customer cases, mentoring junior team members, and driving process improvement initiatives.
• Career Progression: Advance to roles such as Technical Support Manager, Technical Escalation Engineer, or other senior technical roles within the organization.

📝 Enhancement Note: ServiceNow's commitment to customer success and continuous improvement provides ample opportunities for technical growth and career progression. The company's global presence and focus on AI integration make it an attractive destination for technical professionals seeking to advance their careers in a dynamic and innovative environment.

🌐 Work Environment

Office Type: On-site (Santa Clara, CA) - The global support engineering team is based in various ServiceNow offices worldwide, with a strong presence in Santa Clara, CA.

Office Location(s): Santa Clara, CA, USA - The primary office location for this role is in Santa Clara, CA. ServiceNow has offices in various locations worldwide, and remote work may be an option for qualified candidates.

Workspace Context:

• Workstation: Modern, ergonomic workstations equipped with multiple monitors and testing devices to support effective troubleshooting and case resolution.
• Collaboration: Open floor plans and dedicated collaboration spaces to facilitate teamwork and knowledge sharing.
• Training & Development: Access to training resources, webinars, and workshops to support continuous learning and skill development.

Work Schedule: Full-time position, typically 40 hours per week. May require occasional overtime or on-call duties to support critical customer issues.

📝 Enhancement Note: ServiceNow's commitment to providing a collaborative and inclusive work environment enables technical professionals to thrive and make a significant impact on customer success and process improvement initiatives.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills, technical problem-solving abilities, and cultural fit.
2. Technical Assessment: A hands-on assessment to evaluate troubleshooting skills, diagnostic abilities, and familiarity with the ServiceNow platform and its core functionalities.
3. Behavioral Interview: A structured interview to assess problem-solving skills, customer focus, and process improvement mindset.
4. Final Interview: A discussion with senior leadership to evaluate fit for the role and the organization.

Portfolio Review Tips:

• Highlight complex technical issues resolved, including steps taken to diagnose and resolve the problem.
• Showcase any process improvement initiatives driven by customer feedback or technical insights.
• Include any relevant screenshots, error messages, or other supporting materials that demonstrate your technical problem-solving skills.

Technical Challenge Preparation:

• Brush up on Java and JavaScript fundamentals, as well as any relevant AI integration concepts.
• Familiarize yourself with the ServiceNow platform and its core functionalities.
• Practice troubleshooting complex technical issues and documenting your approach to resolution.

ATS Keywords: Customer Support, Technical Troubleshooting, Java, JavaScript, AI Integration, Problem Solving, Communication, Empathy, Collaboration, Diagnostic Tools, Case Management, Process Improvement, Technical Knowledge, Trust Building, Quality Commitment, Flexibility, ServiceNow Platform, Global Team Environment, Customer Success, Process Improvement Initiatives.

📝 Enhancement Note: A well-structured portfolio demonstrating a candidate's ability to troubleshoot complex technical issues, integrate AI into work processes, and drive process improvement initiatives will be highly valued in this role. Familiarity with the ServiceNow platform and its core functionalities is essential for success in this role.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

• JavaScript: Used to build interactive web applications and user interfaces.
• HTML/CSS: Used to structure and style web content, ensuring cross-browser compatibility and responsive design.

Backend & Server Technologies:

• Java: Used to develop server-side applications and APIs for the ServiceNow platform.
• ServiceNow Platform: A cloud-based platform that provides an application development platform, application lifecycle management, and a suite of enterprise applications.

Development & DevOps Tools:

• Git: Used for version control and collaborative development.
• Jira: Used for project management, issue tracking, and team collaboration.
• Confluence: Used for knowledge management and collaboration on project documentation.
• Bitbucket: Used for remote code repositories and version control.

📝 Enhancement Note: Familiarity with the ServiceNow platform and its core functionalities is essential for success in this role. Experience with Java, JavaScript, and other relevant technologies will be valuable in this role.

👥 Team Culture & Values

Web Development Values:

• Customer Focus: Prioritize customer success and provide exceptional customer support experiences.
• Technical Excellence: Continuously improve technical skills and knowledge of the ServiceNow platform and its core functionalities.
• Collaboration: Work effectively in a global team environment, sharing knowledge and best practices to drive customer success and process improvement initiatives.
• Innovation: Embrace emerging technologies and AI integration strategies to drive process improvement and enhance the customer experience.

Collaboration Style:

• Cross-functional Integration: Work closely with product management, engineering, and sales teams to ensure customer success and drive process improvement initiatives.
• Code Review Culture: Collaborate with team members to review and improve technical solutions and troubleshooting approaches.
• Knowledge Sharing: Participate in regular team meetings, training sessions, and workshops to share knowledge and best practices.

📝 Enhancement Note: ServiceNow's commitment to customer success, technical excellence, and collaboration enables technical professionals to thrive and make a significant impact on customer support and process improvement initiatives.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Technical Issues: Troubleshoot and resolve complex technical issues reported by customers, ensuring timely and effective case resolution.
• AI Integration: Leverage AI-powered tools, automate workflows, and analyze AI-driven insights to improve customer support and drive process improvement initiatives.
• Process Improvement: Identify opportunities for process improvement based on customer feedback and technical insights, and drive initiatives to enhance the customer experience.
• Emerging Technologies: Stay up-to-date with emerging technologies and AI integration strategies, and adapt troubleshooting approaches to address new challenges and opportunities.

Learning & Development Opportunities:

• Technical Skill Development: Develop expertise in the ServiceNow platform and its core functionalities, as well as emerging technologies and AI integration strategies.
• Certification Programs: Pursue relevant certifications, such as ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Application Developer (CAD), to enhance technical skills and knowledge.
• Conference Attendance: Attend industry conferences and events to network with peers, learn about emerging technologies, and gain insights into best practices and trends in customer support and process improvement.

📝 Enhancement Note: ServiceNow's commitment to customer success and continuous improvement provides ample opportunities for technical growth and career progression. The company's global presence and focus on AI integration make it an attractive destination for technical professionals seeking to advance their careers in a dynamic and innovative environment.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Describe your approach to troubleshooting complex technical issues, including diagnostic steps, problem-solving strategies, and resolution techniques.
• AI Integration: Explain how you have leveraged AI-powered tools, automated workflows, or analyzed AI-driven insights to improve customer support or drive process improvement initiatives.
• Process Improvement: Discuss your experience with process improvement initiatives, including identifying opportunities for improvement, driving change, and measuring the impact on customer success.

Company & Culture Questions:

• Customer Focus: Describe your approach to customer support and how you ensure customer success in a global team environment.
• Technical Knowledge: Explain your understanding of the ServiceNow platform and its core functionalities, as well as any relevant emerging technologies or AI integration strategies.
• Collaboration: Share examples of successful collaboration with cross-functional teams, including product management, engineering, and sales, to drive customer success and process improvement initiatives.

Portfolio Presentation Strategy:

• Technical Case Studies: Present detailed case studies of complex technical issues resolved, including steps taken to diagnose and resolve the problem, as well as any relevant screenshots, error messages, or other supporting materials.
• Process Improvement Initiatives: Highlight any process improvement initiatives driven by customer feedback or technical insights, including the outcome and impact on the customer experience.
• AI Integration Examples: Showcase any examples of AI integration, including AI-powered tools, automated workflows, or data analysis, and explain how these technologies have enhanced customer support or driven process improvement initiatives.

📝 Enhancement Note: A well-structured portfolio demonstrating a candidate's ability to troubleshoot complex technical issues, integrate AI into work processes, and drive process improvement initiatives will be highly valued in this role. Familiarity with the ServiceNow platform and its core functionalities is essential for success in this role.

📌 Application Steps

To apply for this Senior Technical Support Engineer position at ServiceNow:

1. Customize Your Application: Tailor your resume and cover letter to highlight your technical problem-solving skills, customer support experience, and process improvement initiatives.
2. Prepare Your Portfolio: Curate a portfolio showcasing complex technical issues resolved, process improvement initiatives driven by customer feedback or technical insights, and any relevant AI integration examples.
3. Research the Company: Familiarize yourself with ServiceNow's commitment to customer success, technical excellence, and collaboration, as well as the company's global presence and focus on AI integration.
4. Prepare for Technical Interviews: Brush up on your technical skills, including Java, JavaScript, and any relevant AI integration concepts. Practice troubleshooting complex technical issues and documenting your approach to resolution.

📝 Enhancement Note: A well-structured portfolio demonstrating a candidate's ability to troubleshoot complex technical issues, integrate AI into work processes, and drive process improvement initiatives will be highly valued in this role. Familiarity with the ServiceNow platform and its core functionalities is essential for success in this role.