Senior Technical Support Engineer (Platform and Database) at ServiceNow

📍 Job Overview

Job Title: Senior Technical Support Engineer (Platform and Database)
Company: ServiceNow
Location: Tokyo, Tōkyō, Japan
Job Type: Full-time
Category: Technical Support Engineer
Date Posted: June 25, 2025
Experience Level: 5-10 years
Remote Status: On-site (Tokyo office)

🚀 Role Summary

Platform and Database Focus: This role specializes in supporting ServiceNow's platform and database functionalities, ensuring customer issues are resolved efficiently and effectively.
Customer-centric: Prioritizes customer experience and satisfaction, acting as a technical resource for critical issues and guiding customers through resolution processes.
Collaborative Environment: Works closely with various teams to coordinate assistance for complex cases and provide input for process and product improvements.
AI Integration: Leverages AI-powered tools and explores AI's potential impact on work processes, decision-making, and problem-solving.

📝 Enhancement Note: This role requires a balance of strong technical skills, excellent communication, and a customer-focused mindset to excel in a fast-paced, collaborative environment.

💻 Primary Responsibilities

Case Resolution: Resolve technical cases created by customers, ensuring timely and effective resolution of issues related to the ServiceNow platform and database.
Diagnostic Skills: Utilize various diagnostic tools to isolate the potential cause of issues and employ creative problem-solving techniques to resolve complex problems.
Collaboration: Coordinate assistance from additional teams for more complex cases, demonstrating a collaborative nature and flexibility.
Customer Interaction: Communicate solutions to complex technical problems effectively, using empathy and excellent communication skills to build trust with customers.
Process Improvement: Provide input across business units regarding process and product improvements based on insights gained from working on technical issues for customers.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and a commitment to continuous learning and improvement.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

4+ years of customer-facing technical support experience
Proven ability to troubleshoot difficult technical issues with ease and complexity
Experience with Java, JavaScript, and SQL
Familiarity with relational databases and diagnostic tools

Required Skills:

Full professional proficiency in Japanese and professional fluency in English
Strong problem-solving skills and ability to explain solutions to complex technical problems
Personal commitment to quality and customer service
Ability to read basic Java/JavaScript code

Preferred Skills:

Experience with AI-powered tools and AI-driven insights
Familiarity with ServiceNow platform and core functionalities
Knowledge of process improvement methodologies

📝 Enhancement Note: Candidates with experience in platform and database support, as well as those familiar with AI integration, will have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a track record of successful technical support case resolution, highlighting problem-solving skills and customer focus.
Showcase experience with platform and database support, including relevant tools and technologies.
Include examples of process improvement initiatives driven by customer insights.

Technical Documentation:

Provide case studies or documentation showcasing your ability to analyze and resolve complex technical issues.
Include examples of your communication skills, such as case updates or customer-facing documentation.

📝 Enhancement Note: A strong portfolio for this role will emphasize problem-solving skills, customer focus, and technical proficiency in platform and database support.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Tokyo, Japan, is ¥7,000,000 - ¥10,000,000 per year (based on market research and industry standards for senior technical support engineers with 5-10 years of experience). The final offer will depend on the candidate's qualifications and experience.

Benefits:

Comprehensive health, dental, and vision insurance
Retirement savings plans with company match
Generous time off and flexible work arrangements
Employee stock purchase plan
Professional development opportunities and tuition assistance

Working Hours: Full-time position with standard office hours (9:00 AM - 5:30 PM JST) and occasional overtime as needed to resolve critical customer issues.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and digital transformation for various sectors, including IT, HR, Customer Service Management, and Security Operations.

Company Size: ServiceNow is a large, global company with over 10,000 employees, providing ample opportunities for growth and collaboration.

Founded: ServiceNow was founded in 2004 by Fred Luddy, with a mission to make work better for people.

Team Structure:

The technical support team is organized by product areas, with each team responsible for supporting specific ServiceNow modules and functionalities.
The platform and database team focuses on supporting the core platform and database components, working closely with other teams to resolve complex cases.

Development Methodology:

ServiceNow follows Agile methodologies, with regular sprint planning and continuous improvement processes.
The company emphasizes collaboration, cross-functional teamwork, and a customer-centric approach to product development and support.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's culture emphasizes innovation, collaboration, and customer focus, providing a dynamic environment for technical support engineers to grow and make an impact.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior-level position, requiring a high level of technical expertise and experience in platform and database support.

Reporting Structure: The senior technical support engineer reports directly to the team manager and works closely with other technical support teams, product management, and engineering teams to resolve complex cases and drive process improvements.

Technical Impact: This role has a significant technical impact on ServiceNow's customers, ensuring their issues are resolved efficiently and effectively, and contributing to the continuous improvement of the platform and database functionalities.

Growth Opportunities:

Technical Growth: Develop expertise in specific platform and database components, becoming a subject matter expert and driving process improvements.
Leadership Growth: Transition into a team lead or management role, overseeing a team of technical support engineers and driving team performance and development.
Product Growth: Collaborate with product management and engineering teams to influence the product roadmap and contribute to new feature development.

📝 Enhancement Note: ServiceNow offers numerous growth opportunities for technical support engineers, with a clear path to advance their careers within the organization.

🌐 Work Environment

Office Type: ServiceNow's Tokyo office is a modern, collaborative workspace designed to facilitate teamwork and innovation.

Office Location(s): Tokyo, Japan (Ark Mori Building 1-12-32 Akasaka, Minato-ku 35th/32nd Floor)

Workspace Context:

Collaboration: The open-plan office encourages interaction and collaboration among team members, with dedicated team spaces and meeting rooms.
Equipment: ServiceNow provides state-of-the-art equipment, including multiple monitors and testing devices, to ensure engineers have the tools they need to perform their jobs effectively.
Work-Life Balance: ServiceNow offers flexible work arrangements, including remote work options, to support work-life balance and employee well-being.

Work Schedule: Full-time position with standard office hours (9:00 AM - 5:30 PM JST) and occasional overtime as needed to resolve critical customer issues.

📝 Enhancement Note: ServiceNow's Tokyo office provides a dynamic, collaborative work environment that fosters innovation and growth for technical support engineers.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and technical proficiency.
Technical Assessment: A hands-on assessment focusing on platform and database support, problem-solving, and customer interaction skills.
Behavioral Interview: An in-depth discussion of your problem-solving approach, customer focus, and teamwork skills.
Final Interview: A meeting with the hiring manager to discuss your career goals and fit within the team.

Portfolio Review Tips:

Highlight your problem-solving skills and customer focus through case studies and success stories.
Include examples of your technical proficiency in platform and database support, as well as your ability to work with AI-powered tools.
Tailor your portfolio to showcase your understanding of ServiceNow's platform and database functionalities.

Technical Challenge Preparation:

Brush up on your Java, JavaScript, and SQL skills, focusing on platform and database support scenarios.
Familiarize yourself with ServiceNow's platform and database components, as well as their AI integration capabilities.
Practice explaining complex technical concepts clearly and concisely to non-technical stakeholders.

ATS Keywords: [See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, in the "🛠 Technology Stack & Web Infrastructure" section.]

📝 Enhancement Note: The interview process for this role emphasizes technical proficiency, problem-solving skills, and customer focus, with a strong emphasis on cultural fit and teamwork.

🛠 Technology Stack & Web Infrastructure

Platform & Database Technologies:

Java: Proficiency in Java is required for this role, as it is the primary programming language used in the ServiceNow platform.
SQL: Familiarity with SQL is essential for working with ServiceNow's relational databases and analyzing log data.
ServiceNow Platform: In-depth knowledge of the ServiceNow platform and its core functionalities is crucial for supporting customers and driving process improvements.
AI Integration: Experience with AI-powered tools and AI-driven insights is beneficial for this role, as ServiceNow continues to integrate AI capabilities into its platform.

Support Tools:

Diagnostic Tools: Familiarity with various diagnostic tools is essential for isolating the potential cause of technical issues and resolving complex problems.
Case Management: Experience with case management systems and processes is crucial for tracking and resolving customer issues efficiently.
Log Analysis: Proficiency in log analysis is beneficial for troubleshooting technical issues and identifying trends in customer support cases.

📝 Enhancement Note: A strong understanding of ServiceNow's platform and database technologies, as well as proficiency in Java and SQL, is essential for success in this role.

👥 Team Culture & Values

ServiceNow Values:

Customer Obsessed: Prioritize customer needs and focus on delivering exceptional customer experiences.
Innovation: Embrace a culture of continuous learning and improvement, driving innovation in digital workflows and enterprise software.
Integrity: Act with honesty, transparency, and accountability in all aspects of work.
Collaboration: Foster a culture of teamwork and cross-functional collaboration, leveraging diverse perspectives to drive better outcomes.
Performance: Hold ourselves accountable for delivering results and driving business impact.

Collaboration Style:

Cross-functional Integration: Work closely with various teams, including product management, engineering, and marketing, to coordinate assistance for complex cases and drive process improvements.
Code Review Culture: Encourage peer-to-peer learning and knowledge sharing through code reviews and collaborative problem-solving.
Knowledge Sharing: Foster a culture of continuous learning and growth by sharing expertise and best practices across the organization.

📝 Enhancement Note: ServiceNow's values and collaboration style emphasize customer focus, innovation, and teamwork, providing a dynamic and supportive work environment for technical support engineers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform and Database Support: Troubleshoot complex technical issues related to the ServiceNow platform and database, requiring a deep understanding of the platform's architecture and core functionalities.
AI Integration: Leverage AI-powered tools and AI-driven insights to enhance work processes, decision-making, and problem-solving, staying up-to-date with the latest AI trends and best practices.
Customer Focus: Balance technical expertise with exceptional customer service, ensuring customer issues are resolved efficiently and effectively while maintaining customer satisfaction.

Learning & Development Opportunities:

Technical Skill Development: Deepen your expertise in platform and database support, AI integration, and related technologies through training, workshops, and hands-on projects.
Leadership Development: Develop your leadership skills through mentoring, coaching, and participation in leadership development programs.
Product Specialization: Specialize in specific platform and database components, becoming a subject matter expert and driving process improvements.

📝 Enhancement Note: ServiceNow offers numerous opportunities for technical support engineers to grow their careers, with a strong emphasis on continuous learning, innovation, and customer focus.

💡 Interview Preparation

Technical Questions:

Platform and Database Support: Be prepared to discuss your experience with platform and database support, as well as your understanding of ServiceNow's platform and database components.
AI Integration: Demonstrate your familiarity with AI-powered tools and AI-driven insights, as well as your ability to leverage AI to enhance work processes and problem-solving.
Problem-Solving: Prepare for scenario-based questions that assess your ability to troubleshoot complex technical issues and resolve customer problems efficiently and effectively.

Company & Culture Questions:

Customer Obsessed: Be prepared to discuss your approach to customer service and your commitment to delivering exceptional customer experiences.
Innovation: Demonstrate your ability to think creatively and drive continuous learning and improvement in your role.
Collaboration: Prepare to discuss your experience working in a collaborative environment and your ability to coordinate assistance from additional teams for complex cases.

Portfolio Presentation Strategy:

Problem-Solving Focus: Highlight your problem-solving skills and customer focus through case studies and success stories, demonstrating your ability to resolve complex technical issues and deliver exceptional customer experiences.
Technical Proficiency: Showcase your technical proficiency in platform and database support, as well as your familiarity with AI-powered tools and AI-driven insights.
Customer-centric Approach: Tailor your portfolio to emphasize your understanding of ServiceNow's platform and database functionalities, as well as your commitment to customer service and satisfaction.

📝 Enhancement Note: The interview process for this role emphasizes technical proficiency, problem-solving skills, customer focus, and cultural fit, with a strong emphasis on collaboration and teamwork.

📌 Application Steps

To apply for this Senior Technical Support Engineer (Platform and Database) position at ServiceNow:

Submit Your Application: Click on the application link provided in the job listing and complete the online application form.
Tailor Your Resume: Highlight your relevant experience in platform and database support, technical problem-solving, and customer service, emphasizing your technical skills and achievements.
Prepare Your Portfolio: Showcase your problem-solving skills, customer focus, and technical proficiency in platform and database support, including examples of your work with AI-powered tools and AI-driven insights.
Research ServiceNow: Familiarize yourself with ServiceNow's platform and database functionalities, as well as their values, culture, and approach to customer service and innovation.
Practice Technical Interview Questions: Brush up on your technical skills and prepare for scenario-based questions that assess your ability to troubleshoot complex technical issues and resolve customer problems efficiently and effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology 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:

Tailor every section specifically to web technology roles, emphasizing platform and database support, AI integration, and customer focus.
Include web technology industry trends, best practices, and emerging technologies relevant to technical support engineers.
Address the unique challenges and growth opportunities faced by technical support engineers in the web technology industry.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information only.
Only include Enhancement Notes when making significant inferences about technical support processes, platform and database architecture, or team structure.
Be comprehensive yet concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

Include specific platform and database technologies, as well as AI integration tools and techniques relevant to the role.
Address web technology career progression paths and technical leadership opportunities in platform and database support.
Provide tactical advice for portfolio development, live demonstrations, and project case studies tailored to technical support engineers.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles in the context of platform and database support.

Professional Standards:

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

Technical Focus & Portfolio Emphasis:

Emphasize platform and database support best practices, AI integration, and customer-centric approaches to technical support.
Include specific portfolio requirements tailored to the web technology discipline and role level, focusing on problem-solving skills, customer focus, and technical proficiency.
Address browser compatibility, accessibility standards, and user experience design principles in the context of platform and database support.
Focus on problem-solving methods, performance optimization, and scalable architecture for platform and database support.
Include technical presentation skills and stakeholder communication for web projects and technical support cases.

Avoid:

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

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 platform and database support roles.

Senior Technical Support Engineer (Platform and Database)