Sr. Technical Support Engineer

The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.

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 skills in addition to strong technical skills. The Senior Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed.

NOTE Due to the nature of work related to this position, the employee will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian Citizen.

In order to be successful in this role, we need someone who has

• Query optimisation
• Good experience with relational databases (e.g., MySQL, Oracle)
• Experience needed includes effectively querying tables, indexing, managing data/data manipulation and proven demonstrable ability to tune SQL queries
• Good experience administering Linux/Unix OR Microsoft Server
• Good experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Good experience using terminal to review large log files, search for patterns, identify issues and manipulate output
• Strong Familiarity and good experience with Eclipse IDE and code debugging
• Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Highly experienced in their ability to troubleshoot difficult technical issues with ease
• Strong personal commitment to quality and customer service
• Ability to work with high-value customer administrators and developers
• We value a work-life balance and a flexible approach to office presence.

 Desirable Skills and Experience  

• Working knowledge of ServiceNow Platform
• A fundamental understanding of ITSM, ITIL, and/or CMDB
• Experience troubleshooting and optimising web application performance
• Previous experience in software development(or) software consulting
• Experience supporting and troubleshooting e-commerce applications with catalogue, shopping cart, merchandising and payment handling is highly desirable.
• Experience providing SaaS support

Minimum Requirements

• The ideal candidate is a college graduate with a Computer Science degree or equivalent.
• 5+ years providing customer facing technical support (Web based products or e-commerce preferred)
• Strong interpersonal communication skills are essential.
• Candidates with lesser experience will be considered for appropriate roles.