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.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
What you get to do in this role:
ServiceNow is one of the planet's fastest growing enterprise software companies with a rapidly expanding customer base and cutting-edge technology. The Account Escalation Engineer (AEE) role is an opportunity to join this highly innovative organization in a senior position within the Customer Support & Product Success division. In this role, you will be responsible for driving the successful closure of critical escalated technical issues for our largest, most complex, and strategically important customers.
About the team:
The AEE team are a group of individuals with creative flair and the ability to think outside of the box. Our unique position within the Customer Support & Product Success division means that we have limitless exposure to the entire ServiceNow technology stack and regularly collaborate with cross-functional teams (including product management, development, professional services, and specialist support groups) from across the organization. We are seen as technical leaders with the ability to not only deliver the highest degree of customer satisfaction but also to influence the future direction of our products and strategy.
About the position:

• Work as a technical expert within a world class enterprise technical support organization
• Gain full exposure to the entire ServiceNow platform and product suite
• Manage & resolve the most complex technical issues with the ServiceNow platform for partners and customers
• Be a trusted advisor for large/strategic customers, provide technical leadership for escalated accounts
• Be a mentor for colleagues and help promote knowledge-sharing
• Develop processes, procedures, and tools to facilitate and improve day-to-day operations
• A highly autonomous environment with the ability to manage your own time
• Preferred locations are Santa Clara or Orlando, with the flexibility to work remotely

Qualifications
This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.*

• 10+ years of related experience with a Bachelor's degree in a technical capacity; or 8 years and a Master's degree; or equivalent work experience.
• Ideal background includes progressive experience in technical support, software development, or professional services
• Working knowledge of the components in a web applications stack
• Experience of one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Powershell
• Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Working knowledge of one (or more) Relational Database technologies including performance optimization e.g. Oracle / MySQL / SQL Server / PostgreSQL
• Ability to profoundly understand customer's issues related to the ServiceNow Platform
• Ability to prepare a detailed technical action plan to resolve the identified issues.
• Strong problem-solving, leadership, time management, and critical thinking
• Excellent communication and presentation skills with an aptitude for learning new technologies

Nice to haves:

• Prior experience of ServiceNow Architecture is preferred but not essential as full product training will be provided
• Prior experience of Cloud/SaaS software
• Knowledge of memory management, including core / heapdump analysis (Java heap dump analysis preferred)
• Fundamental understanding of ITSM, ITIL, or CMDB
• Experience administering: Linux/Unix OR Microsoft Windows Server
• Experience of Firebug, Chrome Developer Tools, Fiddler, etc.

JV20
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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.