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Senior Technical Support Engineer

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role

  • The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
  • The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 


To be successful in this role, we need someone who has:

  • Well-developed experience implementing, maintaining, or supporting three (or more) of the following:
    • Strong knowledge on LDAP/Active Directory, SSO or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)
    • Strong understanding of Email Infrastructure (e.g. Exchange, Office 365, Postfix)
    • Advance knowledge on Web Services (consuming or providing) (SOAP, REST)
    • Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
    • Strong knowledge on OAuth and OIDC.
  • Strong working knowledge on Network infrastructure
  • JavaScript development skill for the purposes of writing and troubleshooting
  • Computer Science degree or equivalent.
  • 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
  • Strong interpersonal communication skills are essential.
  • Candidates with lesser experience will be considered for appropriate roles. 

Desirable Skills and Experience 

  • ServiceNow Admin or Development experience is highly desirable.
  • Experience providing SaaS / PaaS support.
  • A fundamental understanding of ITIL framework
  • Experience diagnosing performance-related issues.
  • Experience using tools like Splunk/Wireshark and understand of common SaaS cloud and on-premise infrastructure components.
  • Java and PowerShell development skill for the purposes of troubleshooting.
  • Advance knowledge of the components in a web applications stack.
  • Experience with relational databases (e.g. MySQL, Oracle).
  • Experience using Linux/Unix OR Microsoft Server.
  • Strong knowledge on OAuth and OIDC.

NOTE: Due to the nature of work related to this position, the successful candidate will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.

Why ServiceNow

We make the world of work, work better for people including our own.

From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Making work better for our customers starts with our core values. Together, they guide our people to do the right thing no matter the circumstances.

Read more at our careers page-

Additional Information

ServiceNow is an Equal Employment 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.

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