Technical Support Engineer
Location: Santa Clara, CA
Job Type: Contract
Company: IDR
Category: Development and Architecture
Job Description Apply Now
The Technical Support Engineer (TSE) role is an exciting opportunity for professionals who are passionate about technology and customer support. This position is sought by a leading technology solutions provider known for its commitment to innovation and delivering exceptional customer service. As a Technical Support Engineer, you will be responsible for managing and resolving complex technical issues related to the ServiceNow platform, operating within a fast-paced and customer-focused environment. This full-time opportunity is based in Santa Clara, California, a dynamic region recognized for its thriving technology sector and career growth opportunities. The Technical Support Engineer position is crucial in ensuring customers have a seamless experience and that technical challenges are addressed efficiently and professionally.
Technical Support Engineers serve as pivotal members of the technical support team, taking on the most challenging platform-related issues and acting as the first point of escalation. This role involves continuous learning, problem-solving, and collaboration, both with customers and internal teams. By joining the team, you will have the opportunity to mentor junior colleagues, expand your expertise across multiple technologies, and play a key role in supporting mission-critical business functions for clients. The focus on ServiceNow platform support makes this role ideal for candidates with strong troubleshooting skills, experience in web application stacks, and knowledge of object-oriented programming and scripting languages.
As a Technical Support Engineer, you will quickly become familiar with the ServiceNow platform and customer environments. Your analytical skills and ability to work under pressure will be essential as you handle escalated issues and deliver timely solutions. Flexibility is important, as the position may require working outside of standard business hours to ensure that client needs are always met. The company offers a competitive compensation package, comprehensive benefits, and the chance to work alongside industry leaders, making this a compelling opportunity for driven technical professionals.
Technical Support Engineer - Summary- Manage and resolve complex technical issues related to the ServiceNow platform in a customer-centric environment.
- Act as the primary escalation point for technical support challenges.
- Mentor junior team members and collaborate across various technology areas.
- Develop a strong understanding of the ServiceNow platform and customer-specific configurations.
- Work flexibly, including outside normal business hours, to ensure comprehensive support coverage.
- Serve as the first point of escalation for technical support issues related to the ServiceNow platform.
- Manage, analyze, and resolve the most challenging technical issues with professionalism and urgency.
- Troubleshoot and diagnose complex problems within web application stacks, ensuring minimal disruption for customers.
- Mentor and provide guidance to junior technical support team members, fostering knowledge sharing and collaboration.
- Quickly assimilate new technical concepts and customer-specific environments to deliver tailored support solutions.
- Work evenings, weekends, and holidays as required to provide continuous support coverage.
- Competitive salary package designed to attract top technical talent.
- Comprehensive benefits including medical, dental, vision, and life insurance.
- Employee Stock Ownership Program, supporting long-term career growth and investment.
- Access to a dedicated Engagement Manager focused on your success and professional development.
- Work with an award-winning organization recognized by ClearlyRated's Best of Staffing® Client and Talent Awards for 12 consecutive years.
- Strong troubleshooting abilities and a proven track record of resolving complex technical issues.
- Solid understanding of web application components and architecture.
- Experience writing or debugging object-oriented code, with Java preferred (other technologies considered).
- Proficiency in at least one scripting language, such as JavaScript, Python, Perl, Unix Shell, or Windows Shell.
- Familiarity with relational databases, including platforms like MySQL or Oracle.
- Proactive and analytical thinker with a passion for solving complex technical challenges.
- Excellent communication and collaboration skills, able to mentor junior staff and communicate effectively with clients.
- Flexible and adaptable, willing to work outside standard hours to meet customer needs.
- Keen interest in continuous learning and professional growth within the technology solutions industry.
- Experience supporting ServiceNow or similar platform technologies is highly desirable.
- Company mission centers on delivering innovative technology solutions and exceptional customer support.
- Opportunities for advancement and long-term career development within a leading technology organization.
- Located in Santa Clara, California, offering access to a vibrant tech community and significant career opportunities.
- Commitment to diversity, equity, and inclusion as outlined in the company’s EEO statement below.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are ready to take the next step in your technical support career and want to be part of an innovative, supportive organization, click the job application button today to apply for the Technical Support Engineer position!