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San Diego, CA

Senior Technical Support Engineer at ServiceNow (San Diego, CA)

| San Diego, CA | Hybrid
Employer Provided Salary: $88,650-$150,750 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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Employer Provided Salary: $88,650-$150,750 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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 proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
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
The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow platform. This role combines business and technical expertise with excellent communication and organizational skills where you will be doing pro-active work as well as providing tactical engagement on critical issues. You will collaborate with internal teams to ensure our customers are successful with ServiceNow platform. This includes being the last point of escalation within technical support to drive them to closure and the ability to use application/platform knowledge to actively engage and assist support engineers in need of assistance on complex issues.
Other duties and responsibilities of the Senior Technical Support Engineer include:
  • Provide guidance on prioritizing and creating efficient workflows to keep up with workload
  • Mentoring & coaching other Support engineers
  • Perform Case quality Checks to ensure cases are staying on track
  • Learn & Deliver training on the new products
  • Analyze & Identify Team/Customer Pain points by tracking feedback from customers, feedback from TSEs, and patterns in volume
  • Actively engage in cross-functional interlock with internal stakeholders (Engineering, Product Success, Readiness managers) on betterment of the product
  • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers

In addition, the Senior Technical Support Engineer addresses documentation and coding gaps using their knowledge to help support engineers as well as customers achieve their business goals; While working directly with others to help resolve their issues, you are mentoring and providing a way to expand their knowledge across different subject matter areas. You will ensure all issues are vetted before reaching the engineering team.
The ideal candidate for this position is an engineer with a strong background in some of Java, JavaScript, database technologies, with strong troubleshooting skills. We are looking for individuals who can successfully diagnose the entire technology stack, enjoy helping others and have strong communications skills to resolve technical issues as quickly as possible. The Senior Technical Support Engineer must be able to work outside of normal business hours (weekend shifts, holidays) as needed.
Required Skills
  • To be successful in this role, we need someone who has:
  • Demonstrated fluid ability to troubleshoot, resolve and provide code level analysis for complex technical issues.
  • At least 1 year of ServiceNow admin/development/TSE experience.
  • In-depth understanding of how SaaS products work - possess a deep technical understanding as well as a basic understanding of integrated systems
  • Working knowledge of the components in a web applications stack
  • Ability to act as a mentor to their peers and share knowledge through documentation and participate in various process improvement and product evaluation meetings.
  • Demonstrated ownership and can coordinate successfully with engineering and escalation teams to achieve resolution of customer issues and requests
  • Strong Experience with SQL based database systems
  • Well-built experience in several development projects coding in Java or troubleshooting large applications built on Java
  • Hands-on experience in one (or more) scripting languages: JavaScript preferred
  • Proven ability to maintain focus and work effectively with uncompromising attention to detail
  • Ability to work closely with high-value customer administrators and developers that have a variety of experience and skillset
  • Excellent time management skills and must be able to work independently to provide workable solutions
  • Must be able to perform thorough research as well as ask the right questions to successfully resolve or quickly escalate for quick solution.
  • Ability to lead by example and enjoy working with other teams to help them troubleshoot potential issues.
  • Excellent technical and communication skills for research and discovery to clearly articulate solutions to complex technical problems
  • Identify and help resolve trends with application issues and knowledge gaps within the organization.

Desired Skills
  • The following additional skills are preferred but not required:
  • A fundamental understanding of IT service management and ITIL business process
  • Prior ServiceNow Platform Implementation Experience
  • Exposure communicating technical issues at various levels of the organization
  • Fluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
  • Deep understanding of JavaScript
  • Hands on experience in Linux and Unix
  • Demonstrated proficiency with the following Technical Skills
  • Web Services (consuming or providing) (SOAP, REST)
  • Data Extraction Technologies (e.g. JDBC, ODBC)
  • Any bi-directional, automated integration between two systems
  • TCP/IP, Networking knowledge
  • Experience with Splunk
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • Strong Familiarity with Eclipse IDE

For positions in California (outside of the Bay Area), we offer a base pay of $88,650 - $150,750, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.
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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
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 .
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.


Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.


Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.


Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.


Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.


Principal Training and Adoption Lead

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