📍 Job Overview

Job Title: Technical Support Engineer
Company: ServiceNow
Location: Santa Clara, California, United States
Job Type: Full-time
Category: Customer Support & Technical Services
Date Posted: June 18, 2025
Experience Level: 0-2 years
Remote Status: On-site (Santa Clara, CA)

🚀 Role Summary

Serve as the first line of technical support for ServiceNow customers, resolving issues and answering questions about the ServiceNow platform.
Collaborate with cross-functional teams to troubleshoot complex cases and provide input for product and process improvements.
Leverage AI integration knowledge to enhance support processes and customer experiences.

📝 Enhancement Note: This role requires a unique blend of technical troubleshooting skills, customer service mindset, and AI integration understanding to excel in a fast-paced, customer-facing environment.

💻 Primary Responsibilities

Customer Support: Resolve technical cases created by customers via web, chat, email, case updates, and phone support.
Troubleshooting: Diagnose and resolve technical issues using various diagnostic tools and creative problem-solving.
Collaboration: Coordinate with internal teams to address complex cases and gather feedback for process and product improvements.
AI Integration: Leverage AI knowledge to enhance support processes, decision-making, and problem-solving.

📝 Enhancement Note: Success in this role depends on strong communication skills, empathy, and the ability to manage challenging issues while maintaining customer satisfaction.

🎓 Skills & Qualifications

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

Experience: 0-2 years of customer-facing technical support experience.

Required Skills:

Proven ability to troubleshoot difficult technical issues.
Basic proficiency in Java and JavaScript.
Strong communication and customer service skills.
Personal commitment to quality and customer service.
Experience leveraging or integrating AI into work processes, decision-making, or problem-solving.

Preferred Skills:

Familiarity with ServiceNow platform and core functionalities.
Experience with case management systems.
Knowledge of ITIL (Information Technology Infrastructure Library) frameworks.

📝 Enhancement Note: Candidates with experience in AI-driven workflow automation, decision-making, or problem-solving will have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or examples of resolving complex technical issues.
Showcase customer service experience and ability to manage challenging customer interactions.
Highlight any experience with AI integration, workflow automation, or decision-making processes.

Technical Documentation:

Provide examples of well-documented code, troubleshooting steps, or process improvements.
Include any relevant certifications or training in AI, customer service, or technical support.

📝 Enhancement Note: A strong portfolio will emphasize the candidate's ability to troubleshoot complex issues, manage customer interactions, and integrate AI into support processes.

💵 Compensation & Benefits

Salary Range: $87,700 - $136,000 per year (based on ServiceNow's provided range and regional market standards for technical support roles in the San Francisco Bay Area).

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 with standard business hours, including on-call rotations for after-hours support.

📝 Enhancement Note: The provided salary range is inclusive of the base pay and may not include variable/incentive compensation or benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise software and cloud computing.

Company Size: Large (8,100+ customers, including 85% of the Fortune 500).

Founded: 2004.

Team Structure:

The technical support team works closely with cross-functional teams, including product, engineering, and customer success.
The team is organized by product modules, with each module having dedicated support engineers.

Development Methodology:

ServiceNow follows Agile methodologies for product development and improvement.
The support team uses a ticket-based system to manage and track customer issues.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's culture emphasizes innovation, collaboration, and customer focus, which is reflected in the technical support role's responsibilities and required skills.

📈 Career & Growth Analysis

Technical Support Engineer Role: This role is an entry-level position in the technical support career path at ServiceNow. It provides an opportunity to develop troubleshooting skills, gain customer service experience, and learn about the ServiceNow platform.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with cross-functional teams, including product, engineering, and customer success.

Technical Impact: Technical Support Engineers play a crucial role in maintaining customer satisfaction and providing valuable feedback to product and engineering teams, driving platform improvements.

Growth Opportunities:

Technical Growth: Develop expertise in specific ServiceNow modules and advance to Senior Technical Support Engineer or Technical Support Team Lead roles.
Customer Success: Transition to a Customer Success role, focusing on customer relationships and account management.
Product & Engineering: Leverage technical knowledge and customer insights to move into a product management or engineering role.

📝 Enhancement Note: Career growth in this role is driven by developing technical expertise, demonstrating strong customer service skills, and showcasing a commitment to continuous learning and improvement.

🌐 Work Environment

Office Type: Modern, collaborative workspace with dedicated support teams and open-concept seating arrangements.

Office Location(s): Santa Clara, California.

Workspace Context:

Collaboration: The workspace encourages teamwork and knowledge sharing through open workspaces and team meeting areas.
Tools & Equipment: ServiceNow provides state-of-the-art hardware, software, and diagnostic tools to support engineers.
Cross-functional Interaction: Support teams collaborate with product, engineering, and customer success teams to resolve complex cases and gather customer feedback.

Work Schedule: Full-time position with standard business hours, including on-call rotations for after-hours support.

📝 Enhancement Note: ServiceNow's work environment fosters collaboration, knowledge sharing, and continuous learning, supporting the growth and development of technical support engineers.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to assess communication skills, customer service mindset, and technical aptitude.
Technical Assessment: A hands-on exercise or case study to evaluate troubleshooting skills, problem-solving abilities, and familiarity with the ServiceNow platform.
Behavioral Interview: A conversation focused on customer service experiences, problem-solving approaches, and cultural fit.
Final Interview: A meeting with the hiring manager or team lead to discuss career goals, growth opportunities, and next steps.

Portfolio Review Tips:

Highlight problem-solving skills and customer service experiences through case studies or examples.
Showcase any experience with AI integration, workflow automation, or decision-making processes.
Include relevant certifications or training in AI, customer service, or technical support.

Technical Challenge Preparation:

Brush up on Java and JavaScript fundamentals, as well as any relevant ServiceNow platform knowledge.
Practice troubleshooting complex technical issues and documenting resolution steps.
Familiarize yourself with the ServiceNow platform and its core functionalities.

ATS Keywords: Technical Support, Customer Service, Troubleshooting, Problem Solving, Java, JavaScript, AI Integration, Collaboration, ServiceNow, ITIL, Customer Satisfaction.

📝 Enhancement Note: Success in the interview process depends on strong communication skills, problem-solving abilities, and a customer-centric mindset, as well as a solid understanding of the ServiceNow platform and AI integration concepts.

🛠 Technology Stack & Web Infrastructure

Support Tools:

ServiceNow platform (Service Portal, Case Management, Knowledge Management).
Diagnostic tools for troubleshooting and issue resolution.
Collaboration tools (email, chat, phone) for customer communication.

AI Integration Tools:

AI-powered workflow automation tools (e.g., ServiceNow's Virtual Agent, AI-powered chatbots).
AI-driven analytics and insights tools (e.g., ServiceNow's Performance Analytics, AI-powered predictive analytics).

📝 Enhancement Note: Familiarity with ServiceNow's AI integration tools and workflow automation capabilities is a plus for this role.

👥 Team Culture & Values

ServiceNow Values:

Customer Obsessed: Focus on customer success and satisfaction.
Growth Mindset: Embrace continuous learning and improvement.
Innovation: Encourage creativity and new ideas.
Trust: Foster a culture of trust and accountability.

Collaboration Style:

Cross-functional Collaboration: Work closely with product, engineering, and customer success teams to resolve complex cases and gather customer feedback.
Knowledge Sharing: Encourage team members to share their expertise and learn from one another.
Continuous Learning: Foster a culture of continuous learning and improvement through training, workshops, and mentorship programs.

📝 Enhancement Note: ServiceNow's culture emphasizes customer obsession, growth mindset, and innovation, which are reflected in the technical support role's responsibilities and required skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues and resolving customer cases efficiently.
Staying up-to-date with ServiceNow platform updates, new features, and AI integration capabilities.
Managing customer expectations and maintaining high levels of customer satisfaction.

Learning & Development Opportunities:

Technical Skills: Develop expertise in specific ServiceNow modules and AI integration tools.
Customer Service: Enhance customer service skills through training, workshops, and on-the-job coaching.
Career Growth: Pursue opportunities in technical support, customer success, or product management roles.

📝 Enhancement Note: Success in this role requires a strong commitment to continuous learning, staying current with ServiceNow platform updates, and developing expertise in AI integration and customer service.

💡 Interview Preparation

Technical Questions:

Troubleshooting: Describe a complex technical issue you've resolved and the steps you took to diagnose and fix the problem.
AI Integration: Explain how you've leveraged AI to improve a work process, decision-making, or problem-solving in a previous role.
Customer Service: Share an example of a challenging customer interaction and how you handled it to achieve a positive outcome.

Company & Culture Questions:

ServiceNow Platform: How familiar are you with the ServiceNow platform, and which modules have you worked with?
AI Integration: How do you see AI transforming the technical support landscape, and how can we leverage it to improve our support processes?
Customer Success: How do you balance providing excellent customer service with efficient issue resolution and escalation management?

Portfolio Presentation Strategy:

Case Studies: Prepare case studies or examples that demonstrate your problem-solving skills, customer service experiences, and AI integration knowledge.
Live Demo: If possible, provide a live demo of a technical support scenario, showcasing your ability to troubleshoot issues and communicate effectively with customers.
Q&A: Be prepared to answer questions about your portfolio, technical skills, and career goals.

📝 Enhancement Note: Success in the interview process depends on strong communication skills, problem-solving abilities, and a solid understanding of the ServiceNow platform, AI integration concepts, and customer service best practices.

📌 Application Steps

To apply for this Technical Support Engineer position:

Tailor Your Resume: Highlight your technical troubleshooting skills, customer service experiences, and AI integration knowledge.
Prepare Your Portfolio: Showcase your problem-solving skills, customer service experiences, and AI integration examples through case studies or examples.
Research ServiceNow: Familiarize yourself with the ServiceNow platform, its core functionalities, and AI integration capabilities.
Practice Interview Questions: Brush up on your technical, customer service, and AI integration knowledge, and practice common interview questions and scenarios.

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

Technical Support Engineer