What are the responsibilities and job description for the Technical Support Engineer - Service Management (W2) position at SIDRAM TECHNOLOGIES?
Job Title: Technical Support Engineer - Service Management (W2)
Location: Santa Clara, CA (Hybrid)
Important Note - Onsite Requirement
This position requires a hybrid schedule to sit onsite 2-3 days of the week.
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 ServiceNow partners and customers. This includes developing subject matter expertise within the technical support department. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve an unexpected behavior or answer technical questions about the ServiceNow software and platform.
In this role you will debug JavaScript code as well as find better solutions to custom code. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow 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.
Hiring Manager Notes
From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?
Strong understanding of Java, JavaScript
Experience with relational databases such as MySQL
Looking for a driven candidate who can rapidly acquire new skills and knowledge to excel in the role.
English level B2 or above as we will be supporting customers primarily in English
This is a customer facing role and the weight of customer support and case management element is split. Technical prowess is key, but so is being prepared to serve customers.
Interview Process
First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
Final round - 1.5 hour panel interview with 2-3 engineers and hiring manager (technical questions)
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
Steve
IT Services | Development | Staffing
URL: http:/www.sidramtech.com | Email: Steve@sidramtech.com
Direct: 470-208-7308
Led by 25 Years of Industry Experience
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
SIDRAM TECHNOLOGIES participates in the Employment Eligibility Verification Program (E-Verify) offered by USCIS.
www.dhs.gov/E-Verify
Location: Santa Clara, CA (Hybrid)
Important Note - Onsite Requirement
This position requires a hybrid schedule to sit onsite 2-3 days of the week.
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 ServiceNow partners and customers. This includes developing subject matter expertise within the technical support department. The engineer is responsible for owning and resolving issues on a daily basis, technical cases created by customers seeking help to understand or resolve an unexpected behavior or answer technical questions about the ServiceNow software and platform.
In this role you will debug JavaScript code as well as find better solutions to custom code. Support engineers use the ServiceNow platform via an internal implementation of its tools to diagnose customer issues. Cases are created by customers and managed by engineers using the ServiceNow software platform. The successful candidate will be able to quickly gain an understanding of the ServiceNow 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.
Hiring Manager Notes
From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?
Strong understanding of Java, JavaScript
Experience with relational databases such as MySQL
Looking for a driven candidate who can rapidly acquire new skills and knowledge to excel in the role.
English level B2 or above as we will be supporting customers primarily in English
This is a customer facing role and the weight of customer support and case management element is split. Technical prowess is key, but so is being prepared to serve customers.
Interview Process
First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)
Final round - 1.5 hour panel interview with 2-3 engineers and hiring manager (technical questions)
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
Steve
IT Services | Development | Staffing
URL: http:/www.sidramtech.com | Email: Steve@sidramtech.com
Direct: 470-208-7308
Led by 25 Years of Industry Experience
E-Verify® is a registered trademark of the U.S. Department of Homeland Security.
SIDRAM TECHNOLOGIES participates in the Employment Eligibility Verification Program (E-Verify) offered by USCIS.
www.dhs.gov/E-Verify
Salary : $30 - $35