ServiceNow

Senior Technical Support Engineer

ServiceNow$104K — $178K *
Enterprise Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in customer support or technical support for an enterprise cloud platform
  • Familiarity with RBAC and least privilege access
  • Knowledge of computer networking and troubleshooting in Linux/Unix
  • Experience with RESTful APIs and cloud services
  • Understanding of identity and access management
  • Detail-oriented and capable of prioritizing tasks
  • Ability to work independently as part of a team

Responsibilities

  • Provide technical and non-technical direction to customers on Veza platform usage
  • Manage escalation and prioritization of product defects to engineering
  • Lead the customer experience function as customer advocate
  • Create and share written and verbal knowledge internally and externally
  • Collaborate with cross-functional teams to drive customer outcomes
  • Handle daily case management and heavy case workload

Benefits

  • Health plans with flexible spending accounts
  • 401(k) plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donations program
  • Flexible time away plan
  • Family leave programs
Full Job Description
Job Description

This role requires 3 days in office in Redwood City.

Veza is looking for an experienced technical support engineer to provide expert help to our growing customer base!

You Will:
  • Provide nuanced technical and non-technical direction to customers on their usage and deployment of the Veza platform and onboarding integrating technologies
  • Manage the escalation and prioritization of product defects to the engineering team
  • Lead the customer experience function as an advocate and voice of the customer with product and engineering teams
  • Create and share knowledge in both written and verbal forms both internally and externally
  • Collaborate with cross-functional teams such as Product Management, Engineering, Sales, and R&D to drive good customer outcomes
  • Daily case management and case handling of heavy case workload effectively.


Qualifications

You Are:
  • Experienced with 5+ years in customer support, technical support, or security engineer experience for an enterprise cloud based platform
  • Knowledgeable of RBAC (role based access control) and least privileged access practices
  • Working knowledge of computer Networking and troubleshooting in a Linux/Unix environment.
  • Knowledgeable of RESTful APIs with the ability to understand and troubleshoot issues with cloud services
  • Aware of identity and access management practices
  • Detail oriented and able to balance multiple priorities
  • Able to work independently with minimal supervision as part of a team.

Nice to Have:
  • Security centric experience in administering cloud compute providers (AWS, GCP, Oracle Cloud,Snowflake, Okta, Azure)
  • Experience with utilization of Python scripting in solving tangible customer issues


For positions in this location, we offer a base pay of $104,700 - $178,000, 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.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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