Technical Support Engineer - Service Management

Technical Support Engineer - Service Management

Santa Clara, CA

Contract role

Position Overview:

We are looking for an experienced Support Engineer with a passion for excellence. The Technical Support Engineer will be responsible for managing and resolving challenging issues for Client partners and customers. This includes developing subject matter expertise within the technical support department. The engineer is responsible for owning and resolving issues daily, technical cases created by customers seeking help to understand or resolve an unexpected behavior or answer technical questions about the Client software and platform.

In this role you will debug JavaScript code as well as find better solutions to custom code. Support engineers use the Client platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the Client software platform. The successful candidate will be able to quickly gain an understanding of the Client platform. This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills. This opportunity may evolve to include additional responsibilities and opportunities for career growth.

To be successful in this role you must have or equal to experience with:

• Demonstrated ability to troubleshoot difficult technical issues
• Must have solid object-oriented programming skills in JavaScript
• Experience working with dynamic HTML components such as CSS and XHTML
• Angular experience preferred
• Working knowledge of the components in a web applications stack
• Experience with relational databases such as MySQL
• Linux and/or UNIX experience
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Strong personal commitment to quality and customer service
• Ability to work with high-value customer administrators and developers

Desired Skills:

• Strong understanding of Java, JavaScript.
• Working knowledge of ServiceNow Platform.
• A fundamental understanding of IT service management and the ITIL business process.

Thanks,

Nandit