Technical Support Engineer – Automation Contract

Title: Technical Support Engineer

Location:  Orlando, FL 32826

Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.

Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations. 

Manage and resolve all issues. 

Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.

Manage customers’ expectations and experience in a way that results in high customer satisfaction.

Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.

Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.

Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.

Help in development and mentoring of team members in various technologies and ServiceNow Platform.

Suggest and implement improvements to internal processes.

Work on technical and non-technical projects.

The successful candidate will be responsible for direct support of ServiceNow customer developers and administrators. This includes web/email support as well as direct telephone support.

Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.

Maintain impeccable case hygiene and customer related files and records. 

Experience in writing/debugging on one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell

Solid understanding of Object-Oriented programming. Java preferred

Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports

Good Experience in using Linux/Unix OR Microsoft Server

Important Note – Onsite Requirement:

This position may require a hybrid schedule to sit onsite 2-3 days of the week. This will be to the discretion of the hiring manager and the business need.

Skills:    

To be successful in this role you have:

2+ years Technical Support Experience

Experience in writing/debugging on one (or more) scripting languages:  JavaScript, Python, Perl, Unix Shell, Windows Shell

Solid understanding of Object-Oriented programming. Java preferred

Advanced understanding of Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports

Good Experience in diagnosing performance related issues by analysing Heap dumps or Thread Stacks

Good Experience in using Linux/Unix OR Microsoft Server 

Good knowledge of the components in a web applications stack.  

Good knowledge on RDBMS (MySQL, Oracle)

Familiarity with VMware, AWS, Azure, Event Management System

Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems 

Personal commitment to quality and customer service.

Ability to multi-task and efficiently manage case backlog

Should be a team player working efficiently in a collaborative environment

Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)

Desired Skills:

Experience providing SaaS support

Experience working with the ServiceNow Platform

A fundamental understanding of ITSM or ITIL framework

Rate/Salary: $46.24 /hour