Position: Senior Technical Support Engineer
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. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.
In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Qualifications
To be successful in this role you have:
Valid legal authorization to work in Japan
Business level fluency in both Japanese and English
4+ years Technical Support experience
Ability to troubleshoot difficult technical issues with ease and complexity, and explain the solution in an accurate and concise manner
Ability to read basic Java/JavaScript code
Experience with relational databases (e.g. MySQL, Oracle)
Linux and/or UNIX experience
Working knowledge of the components in a web applications stac
Desired Skills
Having deep knowledge in one or more of following technical domains would be a big plus.
Authentication / authorization / security: LDAP/Active Directory, SSO, MFA or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder).
JavaScript and advanced MySQL or Oracle experience.
Dynamic HTML components: AJAX, JavaScript, AngularJS, Jelly, CSS, XML, HTML, XHTML.
Computer Networking: TCP/IP, HTTP, SNMP, MIBs/OIDs, concepts of firewall, load balancer
Experience with ServiceNow ITOM and ITAM products (CMDB & Asset Management, Orchestration, Discovery, Mid Server, Service Mapping).
Qualification:
- Technical background (e.g. started career as engineers or SW implementation. Prefer in software not infrastructure or networking）
- Support Account Manager or Tech Account Manager experiences at BtoB SW vendors (7-8 years+ or longer)
- Experience for Cloud SW/SaaS/PaaS products (Business application) for enterprise customers.
- Or, experience in service delivery in cloud business at the position like Escalation Management, Support Delivery Management, SLA Management. Etc.
- Ideally, having above experiences at companies like Microsoft, Oracle, SAP, Salesforce is ideal. But not limited to these.
Language:
- English: Business level *Ideally high business/fluent level *This specific position has potential to participate in Global SAM Working Group in the future.
Japanese: Native (or fluency with JLPT N1 certificate) If candidates are from oversea
