Senior Technical Support Engineer (One weekend shift rotation each month)

• Full-time
• Employee Type: Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. Customer experience is central to our efforts. Support engineering is vital to our customers’ success and the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers seeking help to troubleshoot unexpected behaviors or answer technical questions about the ServiceNow platform.

A successful candidate will be committed to providing excellent customer support, demonstrating trust, empathy, and communication skills to resolve issues via web, chat, email, or phone support.

Understanding the ServiceNow platform and core functionalities is essential, along with employing diagnostic tools to identify issues. The engineer must manage and resolve challenging cases, coordinating with other teams as needed. Creative problem solving, collaboration, and flexibility are key.

Support engineers also contribute insights for process and product improvements based on their technical experience.

Qualifications and technical skills:

• Experience with integrating AI into workflows, decision-making, or problem-solving, including using AI tools, automating processes, analyzing AI insights, or exploring AI's industry impact.
• 4+ years of customer-facing technical support experience
• Strong troubleshooting skills for complex technical issues
• Ability to explain solutions clearly for complex problems
• Commitment to quality and customer service

We value flexibility and trust. Work personas (flexible, remote, or in-office) are assigned based on role and location. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or other protected categories. Applicants with arrest or conviction records will also be considered as per legal requirements.

Accommodations

We aim to create an accessible, inclusive application process. If you need accommodations, contact [emailprotected].

Export Control Regulations

Positions requiring access to controlled technology may require export licenses. Employment is contingent on obtaining necessary approvals.