ServiceNow, Inc.
Technical Support Engineer - UX
ServiceNow, Inc., San Diego, California, United States, 92189
Overview
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow is a global market leader delivering AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better. Join us as we pursue our purpose to make the world work better for everyone. Responsibilities
Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. Provide amazing customer support experiences by building trust, showing empathy, and communicating effectively through web, chat, email, case updates, and direct telephone support. Understand the ServiceNow platform and core functionalities; employ diagnostic tools to isolate potential causes; diligently manage and resolve challenging issues, coordinating with additional teams as needed. Contribute input across business units regarding process and product improvements from a customer perspective. Qualifications
Experience in leveraging or thinking about how to integrate AI into work processes, decision-making, or problem-solving (AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI\'s impact). 0-2+ years of customer-facing technical support experience. Ability to troubleshoot difficult technical issues with varying complexity. Ability to read basic Java/JavaScript code. Personal commitment to quality and customer service. Compensation and Benefits
For positions in this location, base pay ranges from $78,900 to $122,300, plus equity where applicable, variable/incentive compensation, and benefits. Compensation is location-based and may vary by qualifications, skill level, and work location. We offer health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs. Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or in-office) are categories assigned to ServiceNow employees based on the nature of work and location. Learn more about how personas apply in our environment. ServiceNow may confirm the distance between your primary residence and the closest office using a third-party service to determine eligibility. Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Applicants with arrest or conviction records will be considered in accordance with legal requirements. Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval from government authorities. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow is a global market leader delivering AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better. Join us as we pursue our purpose to make the world work better for everyone. Responsibilities
Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. Provide amazing customer support experiences by building trust, showing empathy, and communicating effectively through web, chat, email, case updates, and direct telephone support. Understand the ServiceNow platform and core functionalities; employ diagnostic tools to isolate potential causes; diligently manage and resolve challenging issues, coordinating with additional teams as needed. Contribute input across business units regarding process and product improvements from a customer perspective. Qualifications
Experience in leveraging or thinking about how to integrate AI into work processes, decision-making, or problem-solving (AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI\'s impact). 0-2+ years of customer-facing technical support experience. Ability to troubleshoot difficult technical issues with varying complexity. Ability to read basic Java/JavaScript code. Personal commitment to quality and customer service. Compensation and Benefits
For positions in this location, base pay ranges from $78,900 to $122,300, plus equity where applicable, variable/incentive compensation, and benefits. Compensation is location-based and may vary by qualifications, skill level, and work location. We offer health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs. Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or in-office) are categories assigned to ServiceNow employees based on the nature of work and location. Learn more about how personas apply in our environment. ServiceNow may confirm the distance between your primary residence and the closest office using a third-party service to determine eligibility. Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. Applicants with arrest or conviction records will be considered in accordance with legal requirements. Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval from government authorities. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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