Job Title: Technical Support Engineer – Automations

Location: Santa Clara, CA-95054 (Hybrid-2 days/week onsite)

Duration: 12 Months (Contract-to-Hire)

Pay Range: $40 - $45

**About the Role**

We are seeking a Technical Support Engineer to manage and resolve complex issues related to the ServiceNow platform. As a key member of the technical support team, you will serve as the first point of escalation and provide regular updates to customers regarding the status of their requests and cases. This role requires a strong understanding of the ServiceNow platform, excellent customer service skills, and the ability to communicate effectively with clients.

**Responsibilities**

• Manage and resolve challenging technical issues for the ServiceNow platform.
• Serve as the first point of escalation within the technical support department.
• Provide regular communication updates to customers on the progress of their requests and cases.
• Collaborate with other engineers and departments to ensure customer satisfaction.
• Utilize automation, data insights, and intelligent tools to improve efficiency and customer outcomes.

**Education Qualification**

• A degree in Computer Science, Information Technology, or a related field is preferred.

**Required Skills**

• Experience in writing and debugging JavaScript code or similar programming languages.
• Demonstrated AI-driven mindset with the ability to leverage automation and data insights.
• Working knowledge of web technologies such as Apache, Tomcat, HTML, XML, and JSON.
• Understanding of remote administration via SSH, SNMP, WMI, and PowerShell.
• Excellent troubleshooting skills. 
• Familiarity with networking concepts, including TCP/IP, HTTP, firewall, load balancer, and ports.
• Experience with VMware, AWS, Azure, and Event Management Systems.
• Strong interpersonal and customer service skills.

**Interview Process**

• First round: 30 to 45-minute phone interview focusing on behavioral and technical questions.
• Final round: 1.5-hour panel interview with 2-3 engineers and the hiring manager, focusing on technical questions.

**Note:** This position requires an on-site presence weekly on Wednesday and Thursday.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.