Senior Technical Support Engineer UX

📍 Job Overview

Job Title: Senior Technical Support Engineer UX Company: ServiceNow Location: Santa Clara, California, United States Job Type: Full-time Category: Technical Support / Customer Operations Date Posted: October 15, 2025 Experience Level: Mid-Senior Level (implied by "Senior" title and 4+ years experience) Remote Status: Remote OK (though primary office is in Santa Clara)

🚀 Role Summary

• Serve as a critical technical resource for customers, guiding them through critical issues and ensuring timely, effective case resolution within the ServiceNow ecosystem.
• Focus on enhancing the customer experience by demonstrating empathy, building trust, and employing excellent communication skills across various support channels (web, chat, email, phone).
• Leverage deep understanding of the ServiceNow platform and core functionalities to diagnose and resolve technical issues, employing various diagnostic and troubleshooting tools.
• Contribute to product and process improvement by providing valuable customer-facing feedback to internal business units, acting as a voice of the customer.
• Integrate AI into problem-solving, decision-making, and workflow optimization, reflecting ServiceNow's commitment to AI-enhanced technology.

📝 Enhancement Note: The "UX" in the job title, combined with the mention of "creative problem solving" and the "(INSERT SME TEAM - IE UX, Performance - SPECIFICS HERE)" placeholder, strongly suggests a specialization within technical support focused on the user experience aspects of the ServiceNow platform. This role will likely involve understanding how customers interact with the platform and troubleshooting issues that impact usability and overall user satisfaction, in addition to standard technical problem resolution.

📈 Primary Responsibilities

• Manage and resolve complex technical support cases for customers, ensuring adherence to Service Level Agreements (SLAs) and maintaining high customer satisfaction scores.
• Actively engage with customers through various communication channels to gather detailed information, troubleshoot issues, and provide clear, actionable solutions.
• Analyze and interpret customer-reported issues, utilizing diagnostic tools and code-level understanding (Java/JavaScript) to identify root causes and potential workarounds.
• Document technical issues, resolutions, and customer feedback meticulously within the case management system to build a knowledge base and inform product development.
• Collaborate effectively with cross-functional teams, including Development, Product Management, and Customer Success, to escalate complex issues and advocate for customer needs.
• Proactively identify opportunities for process improvements within the support function and suggest enhancements to product features based on recurring customer challenges.
• Stay current with ServiceNow platform updates, new features, and industry best practices in technical support and AI integration.

📝 Enhancement Note: The explicit mention of "(INSERT SME TEAM - IE UX, Performance - SPECIFICS HERE)" indicates that the specific responsibilities will be tailored to a Subject Matter Expert (SME) team, likely focusing on User Experience (UX) or Performance. For a UX focus, this would involve troubleshooting usability issues, understanding user workflows, and ensuring the platform's interface and functionality meet user expectations. For a Performance focus, it would involve diagnosing and resolving issues related to application speed, resource utilization, and system responsiveness.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is typically expected for senior technical roles. Relevant certifications in ITIL, cloud platforms, or specific programming languages can be highly beneficial.

Experience:

• Minimum of 4 years of direct customer-facing technical support experience, with a strong emphasis on complex issue resolution.
• Proven experience in troubleshooting and diagnosing technical issues within enterprise software or SaaS platforms.

Required Skills:

• Demonstrated ability to troubleshoot difficult technical issues with ease and complexity.
• Proficiency in reading and understanding Java/JavaScript code for debugging purposes.
• Exceptional ability to explain complex technical problems and solutions clearly and concisely to both technical and non-technical audiences.
• Strong personal commitment to quality and customer service, with a customer-centric mindset.
• Experience with AI integration concepts, including leveraging AI tools, automating workflows, or analyzing AI-driven insights.
• Familiarity with diagnostic tools and methodologies for software troubleshooting.
• Effective case management skills, including prioritization, documentation, and timely follow-up.

Preferred Skills:

• Experience with the ServiceNow platform is highly desirable.
• Familiarity with cloud computing environments (e.g., AWS, Azure, GCP).
• Knowledge of web technologies, APIs, and database concepts.
• Experience in performance analysis and tuning of software applications.
• Understanding of user experience principles and usability testing.

📝 Enhancement Note: The "Senior" designation implies leadership potential, requiring candidates to not only resolve issues but also mentor junior team members, contribute to strategic initiatives, and potentially lead small project teams. The AI integration requirement is a key differentiator, suggesting a forward-thinking approach to technical support.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate successful resolution of complex technical issues through detailed case studies, highlighting the problem, diagnostic steps, solution, and impact.
• Showcase experience in process optimization, including examples of how you improved support workflows, reduced resolution times, or enhanced customer satisfaction metrics.
• Provide examples of working with or understanding enterprise-level software systems, particularly SaaS platforms, and how you navigated their complexities.
• Illustrate instances where you provided critical input for product or process improvements based on customer interactions.

Process Documentation:

• Exhibit ability to document technical troubleshooting steps and resolutions clearly, forming the basis for internal knowledge articles and customer-facing guides.
• Present understanding of workflow design and optimization principles as applied to technical support operations, potentially including automation opportunities.
• Showcase experience in measuring and analyzing the performance of support processes, using metrics to drive improvements.

📝 Enhancement Note: For a "Senior" role, especially one with a UX or Performance focus, a portfolio should ideally include examples of how the candidate has influenced user experience improvements or performance enhancements through their technical support work, not just solved individual tickets. This could involve analyzing trends in user-reported usability issues or performance bottlenecks and proposing solutions.

💵 Compensation & Benefits

Salary Range: $103,000 - $175,100 USD per year. This range is competitive for a Senior Technical Support Engineer role in the Santa Clara, California area, reflecting the experience level, technical demands, and the cost of living in Silicon Valley.

Benefits:

• Comprehensive Health Plans, including Flexible Spending Accounts (FSAs) for medical and dependent care expenses.
• Retirement savings plan: 401(k) Plan with a company match to support long-term financial goals.
• Employee Stock Purchase Plan (ESPP) offering an opportunity to invest in ServiceNow's growth.
• Matching Donations program to support charitable causes.
• Flexible Time Away Plan, promoting work-life balance and employee well-being.
• Family Leave Programs to support employees during significant life events.

Working Hours: The standard working hours are likely aligned with a 40-hour work week, typical for full-time roles. However, given the critical nature of technical support and customer-facing responsibilities, flexibility may be required, potentially including on-call rotations or extended hours during critical incidents.

📝 Enhancement Note: The provided salary range is broad, indicating that compensation will be highly dependent on the candidate's specific experience, depth of expertise in AI and the ServiceNow platform, and the exact specialization within UX/Performance. The inclusion of equity and variable compensation suggests a total compensation package that can exceed the base salary.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Cloud Computing / IT Service Management (ITSM). ServiceNow is a global market leader in digital workflow automation, providing an AI-enhanced cloud-based platform. Company Size: Over 17,000 employees globally (as of recent public data, significantly larger than the implied 8,100+ customer base mentioned). This size offers stability, resources, and opportunities for career development. Founded: 2004. ServiceNow has a mature history of innovation, growing from a visionary startup to a major enterprise technology provider.

Team Structure:

• The Technical Support organization at ServiceNow is structured globally, likely with regional teams and specialized SMEs. This role is part of a specific SME team, potentially UX or Performance, focusing on advanced troubleshooting and customer advocacy.
• Reporting is likely to a Support Manager or Team Lead, with close collaboration expected with other engineers, architects, and product specialists.
• Cross-functional collaboration is crucial, involving close partnerships with Product Management, Engineering, and Customer Success teams to ensure holistic customer support and product improvement.

Methodology:

• ServiceNow emphasizes a data-driven approach to customer success and support, utilizing analytics to understand customer issues and platform performance.
• Workflow optimization and continuous improvement are core to their platform and internal operations, aiming for efficiency and effectiveness.
• Automation and AI are increasingly integrated into their platform and internal processes to enhance productivity and customer experience.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's stated mission to "make the world work better for everyone" underscores a culture focused on impact and efficiency. The company's rapid growth and market leadership suggest a dynamic, fast-paced environment where innovation and adaptability are highly valued.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Technical Support Engineer role, implying a level of expertise and autonomy. It sits above a standard Support Engineer and below a Principal or Architect level. The individual is expected to handle complex issues independently and contribute to broader team and company initiatives.

Reporting Structure: Typically reports to a Technical Support Manager or Team Lead. May also work closely with Senior Engineers, Architects, or Product Managers within their specialized SME team (e.g., UX, Performance).

Operations Impact: This role has a direct impact on customer retention and satisfaction, which are critical drivers of revenue for a SaaS company like ServiceNow. By resolving critical issues and providing feedback for product improvement, the engineer directly contributes to the perceived value and reliability of the ServiceNow platform, influencing customer loyalty and expansion opportunities.

Growth Opportunities:

• Specialization: Deepen expertise within the specific SME team (UX or Performance), becoming a go-to expert in that domain.
• Leadership: Transition into a Team Lead or Management role within Technical Support, or move into related roles like Solutions Consulting, Technical Account Management, or Product Management.
• Skill Development: Opportunities to gain advanced certifications, learn new technologies, and contribute to product strategy through feedback loops.
• Cross-functional Moves: Potential to move into roles within Customer Success, Professional Services, or even Engineering, leveraging a deep understanding of customer pain points and platform intricacies.

📝 Enhancement Note: The "Senior" title combined with the focus on AI and UX/Performance suggests a pathway towards becoming a subject matter expert capable of influencing product roadmaps, leading complex initiatives, or mentoring future support engineers.

🌐 Work Environment

Office Type: ServiceNow operates under a "new world of work" model with flexible work personas (flexible, remote, or required in office). This specific role is listed as "Remote OK," suggesting a significant degree of flexibility. Office Location(s): The primary office listed is in Santa Clara, California. However, with remote work options, the engineer could be based anywhere within a suitable timezone for collaboration.

Workspace Context:

• The work environment is likely collaborative, especially with the emphasis on cross-functional partnerships and the need to coordinate on complex cases.
• Access to advanced diagnostic tools, internal knowledge bases, and communication platforms (e.g., Slack, Teams) will be standard.
• Opportunities for interaction with a global team of support engineers, product specialists, and R&D personnel.

Work Schedule: While a standard 40-hour work week is typical, the nature of technical support for a global customer base often necessitates flexibility. This may include participation in on-call rotations, responding to urgent issues outside of standard business hours, and adapting schedules to collaborate with teams in different time zones.

📝 Enhancement Note: The "Remote OK" status is a significant advantage, offering work-life balance and the ability to work from a location of choice, provided it allows for effective collaboration within the required time zones. Candidates should clarify expectations around potential on-site requirements or mandatory team meetings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter call to assess basic qualifications, interest, and cultural fit.
• Technical Interview(s): Likely a series of interviews focusing on technical troubleshooting skills, coding abilities (Java/JavaScript), platform knowledge, and problem-solving methodologies. Expect scenario-based questions and code review exercises.
• SME/Team Interview: An interview with members of the specific SME team (UX/Performance) to assess specialized knowledge, critical thinking within that domain, and collaborative potential.
• Hiring Manager Interview: A discussion focused on experience, career aspirations, leadership potential, and alignment with ServiceNow's culture and values.
• Case Study/Presentation: Potentially a take-home assignment or live presentation of a complex technical issue resolution or a proposal for process/product improvement.

Portfolio Review Tips:

• Quantify Impact: For each case study, clearly articulate the problem, your specific actions, the tools used, and quantifiable results (e.g., reduced resolution time by X%, improved customer satisfaction by Y%, resolved critical bug impacting Z users).
• Showcase Problem-Solving: Highlight your logical approach to diagnosing complex issues, especially those involving code or intricate system interactions. Detail your thought process.
• Demonstrate Communication: Include examples of how you've translated technical jargon into understandable terms for different audiences. If possible, include anonymized examples of customer-facing communications or documentation.
• Highlight AI/UX/Performance Relevance: If your portfolio includes projects related to AI integration, user experience improvements, or performance optimization, ensure these are prominently featured and explained in detail, given the role's specific requirements.
• Structure: Organize your portfolio logically, perhaps by skill area or by project type, with clear summaries for each item.

Challenge Preparation:

• Troubleshooting Scenarios: Practice diagnosing common issues related to web applications, databases, and cloud services. Be ready to articulate your step-by-step approach.
• Code Snippet Analysis: Review common Java/JavaScript patterns and potential pitfalls. Be prepared to analyze small code snippets for bugs or performance issues.
• Scenario-Based Questions: Prepare for questions like "How would you handle an angry customer with a critical issue?" or "Describe a time you had to collaborate with a difficult stakeholder."
• Company Research: Understand ServiceNow's platform, its key products, and its market position. Familiarize yourself with their approach to AI and customer experience.

📝 Enhancement Note: For this "Senior" role with a UX/Performance focus, interviewers will be looking for strategic thinking, not just tactical execution. Be prepared to discuss how your technical contributions align with business objectives and enhance the overall customer journey.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Deep understanding of its modules, administration, and underlying architecture is essential.
• Case Management System: Experience with sophisticated ticketing systems (likely ServiceNow's own ITSM module) for tracking, managing, and resolving customer issues.
• Diagnostic & Debugging Tools: Proficiency with browser developer tools, log analysis tools, and potentially APM (Application Performance Monitoring) tools.
• Code Editors/IDEs: Experience with tools for reading and analyzing Java/JavaScript code.

Analytics & Reporting:

• ServiceNow Reporting/Analytics: Familiarity with creating dashboards and reports within the ServiceNow platform to track key support metrics.
• Data Analysis Tools: Potential use of SQL for data extraction, or tools like Tableau/Power BI for more advanced analysis, especially if focusing on performance trends.

CRM & Automation:

• CRM (Customer Relationship Management): While ServiceNow is a platform, understanding CRM principles is beneficial for customer context.
• Automation Tools: Experience with workflow automation, scripting, or understanding how to leverage APIs for integration, particularly in the context of improving support processes or platform functionality.

📝 Enhancement Note: Given the role's emphasis on AI and UX/Performance, familiarity with tools or methodologies used for AI model interaction, performance profiling, and front-end usability analysis would be highly advantageous, even if not explicitly listed as primary tools.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A paramount commitment to customer success and satisfaction, making the customer's positive experience central to daily efforts.
• Innovation: Embracing AI-enhanced technology and continuously seeking smarter, faster, and better ways to work and support customers.
• Collaboration: Working effectively across teams and with customers to achieve shared goals and resolve complex challenges.
• Excellence & Quality: A dedication to high standards in problem-solving, code quality, and customer service.
• Integrity & Trust: Building trust with customers and colleagues through reliable support and honest communication.

Collaboration Style:

• Proactive and transparent communication, essential for managing customer expectations and coordinating with internal teams.
• A spirit of teamwork, where engineers are willing to share knowledge, assist colleagues, and collectively tackle difficult issues.
• Constructive feedback culture, encouraging the sharing of insights for product and process improvement.

📝 Enhancement Note: ServiceNow's culture likely reflects its rapid growth and market leadership – dynamic, results-oriented, and focused on delivering value through technology. The emphasis on making the world work better for everyone suggests a purpose-driven environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Technical Issues: Resolving highly intricate technical problems that may require deep dives into code, system architecture, and multiple integrated components.
• Customer Expectations: Managing high expectations from enterprise customers who rely heavily on the ServiceNow platform for their critical business operations.
• Rapid Platform Evolution: Keeping pace with the continuous updates and new feature releases of the ServiceNow platform, including AI advancements.
• Balancing Support & Improvement: Effectively allocating time between immediate case resolution and contributing to longer-term product/process improvement initiatives.

Learning & Development Opportunities:

• Specialized Training: Access to in-depth training on ServiceNow's platform, specific modules, and emerging technologies like AI.
• Mentorship: Opportunities to learn from senior engineers, principal architects, and product managers within specialized teams.
• Industry Certifications: Support for obtaining relevant certifications, such as ITIL, Certified System Administrator (CSA), or professional certifications in areas like AI or cloud computing.
• Knowledge Sharing Sessions: Participation in internal webinars, tech talks, and forums to share and acquire knowledge across the global support organization.

📝 Enhancement Note: The "Senior" designation and the focus on AI/UX/Performance mean that growth will involve not just technical depth but also strategic thinking, influencing product direction, and potentially mentoring junior staff.

💡 Interview Preparation

Strategy Questions:

• Troubleshooting Scenarios: "Describe your process for diagnosing a performance degradation issue on a complex web application. What tools would you use?" or "A customer reports that a new feature isn't working as expected. How would you approach this?"
• Code Analysis: "Here is a snippet of Java/JavaScript code. What potential issues do you see, and how would you test it?" (Be ready to explain your reasoning clearly).
• Customer Interaction: "How do you handle a situation where a customer is frustrated and demanding an immediate solution for a complex issue?" or "Describe a time you had to deliver bad news to a customer regarding their issue."
• AI Integration: "How have you seen AI used effectively in technical support, or how could it be applied to improve the ServiceNow support experience?"

Company & Culture Questions:

• "Why are you interested in working at ServiceNow specifically?" (Research their mission, values, and recent innovations).
• "How do you align with ServiceNow's focus on making the world work better for everyone?"
• "Describe your ideal team environment and how you contribute to it."
• "How do you stay updated on new technologies, particularly in AI and cloud computing?"

Portfolio Presentation Strategy:

• Tell a Story: For each case study, frame it as a narrative: the challenge, your heroic efforts (technical expertise, problem-solving), the resolution, and the positive business outcome.
• Focus on Process and Impact: Clearly articulate your methodology for problem-solving and the tangible results achieved. Quantify wherever possible.
• Demonstrate Technical Depth: Be prepared to talk through the technical details of your examples, including code snippets if relevant, and explain your reasoning.
• Highlight AI/UX/Performance: If applicable, specifically call out how your past work, even if not in a formal "UX" role previously, touched upon improving user experience or system performance, and how you'd apply that here.
• Be Concise and Engaging: Practice your presentation to be clear, engaging, and within any time limits.

📝 Enhancement Note: For this Senior role, interviewers will be looking for candidates who can demonstrate not just technical proficiency but also strategic thinking, customer advocacy, and a proactive approach to problem-solving and continuous improvement.

📌 Application Steps

To apply for this operations position:

• Submit your application through the ServiceNow careers portal via the provided link.
• Tailor Your Resume: Highlight your 4+ years of customer-facing technical support experience, specific achievements in complex troubleshooting, and any experience with Java/JavaScript, AI integration, or the ServiceNow platform. Use keywords from the job description.
• Prepare Your Portfolio: Curate 2-3 strong case studies demonstrating your ability to troubleshoot complex technical issues, solve problems creatively, and ideally, showcase examples related to user experience, performance, or AI integration. Quantify the impact of your work.
• Research ServiceNow: Understand their platform, mission, values, and recent developments, especially concerning AI and digital workflows.
• Practice Interview Questions: Prepare for technical, behavioral, and scenario-based questions, focusing on articulating your problem-solving methodology and customer-centric approach. Practice explaining technical concepts clearly and concisely.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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