Job Title: Technical Support Engineer - Automation

Job Description:

Duties:

What you will do in this role:

Technical Support Engineers are responsible for managing and resolving the most challenging issues for the ServiceNow platform.

This includes being the first point of escalation within the technical support department as well as providing regular communication updates to customers on the progress of their requests/cases.

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 interpersonal and customer service skills in addition to strong technical skills.

Hiring Manager Notes:

From the JD, what are the top must have skill sets required in order to be successful in this role?

Experience writing and debugging JavaScript Code or similar language

Working knowledge of Web Technologies (Apache, Tomcat, HTML, XML, JSON)

Understanding of remote administration via SSH, SNMP, WMI, Powershell

Excellent troubleshooting skills

What will the interview process look like?

First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions)

Final round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions)

Screening Questions (must be present in resume or attached as a separate doc):

What are the key steps in troubleshooting any problem?

How do you manage having multiple issues to work at the same time?

How do you deal with a distressed customer?

Note: This position requires onsite presence weekly on Wednesday and Thursday.

Skills:

What you need to be successful in this role:

Experience writing and debugging JavaScript Code

Working knowledge of object-oriented programming (Java and JavaScript) Understanding of SQL and database concepts

Working knowledge of Web Technologies (Apache, Tomcat, HTML, XML, JSON)

Understanding of remote administration via SSH, SNMP, WMI, Powershell

Understanding of Networking concepts including TCP/IP, HTTP, concepts of firewall, load balancer and ports

Familiarity with VMware, AWS, Azure,Event Management Systems.

Excellent troubleshooting skills