• Lead and develop people: Build a high-performing team through coaching, mentoring, and career development. Foster a culture of accountability, collaboration, and continuous improvement. • Oversee daily operations, including queue management, case assignment, service quality, and global coverage. • Own team KPIs and reporting, including SLA attainment, backlog health, fix timeframes, CSAT, and escalation trends. Provide regular executive updates. • Use CRM and support analytics to identify patterns, prioritize work, and drive proactive actions that prevent escalations. • Act as the primary point of contact for major customer escalations. Lead resolution efforts with clarity, urgency, and professionalism. • Conduct root cause analysis and corrective/preventive action reviews to close gaps in process, training, and product. • Optimize policies and processes to remove friction and improve efficiency. • Strengthen self-service resources and partner on enhancements that reduce customer effort. • Evaluate and adopt new technologies that advance the support operating model, including automation and AI-assisted capabilities. • Collaborate cross-functionally with Product, Engineering, and Customer Success to protect and improve the customer experience. • Support workforce management for forecasting, scheduling, and capacity planning.

• Serve as the primary escalation point for unresolved cases from the Frontline team. • Reproduce complex issues within sandbox or test environments to determine root cause. • Conduct detailed log analysis, API tracing, and SQL-level data validation. • Identify software defects and collaborate directly with Product Management & Engineering on debugging, verification, and fix validation. • Partner with CloudOps to diagnose infrastructure, performance, or integration issues. • Provide mentorship and technical guidance to Frontline Engineers. • Contribute to internal documentation, technical training, and troubleshooting guides. • Participate in post-mortems and defect triage meetings. • Track recurring patterns and escalate systemic product or process issues.

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description What you get to do in this role:   The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow. In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Support engineers at this level of experience will have the opportunity to mentor and coach junior members of their team. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. プラットフォーム・DBレベルの問題を、JavaやSQLなどのDBスキルとともに、ログ解析や切り分けを行なって解決します。​ リレーショナルDBに対して自分でクエリを作成してDBの内容を操作・変更できるレベルのSQL知識が必要です。​ #servicenow Qualifications Qualifications and technical skills that will lead to your success: - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - 6+ years customer facing technical support expertise - Ability to troubleshoot multiple difficult technical issues with ease and complexity - Full professional in Japanese and Professional working in English - Advanced understanding of Java and SQL - Ability to discuss issues with the customer and development team and provide solutions to customer cases - Personal commitment to quality and customer service - Experience in coaching junior members and knowledge sharing to improve the quality of support Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: APAC - Asia Pacific - Work Persona: Flexible

• Working from your remote home office to provide technical support for employees. • Being available to take ownership of new cases via telephone, email and web • Acting as an internal customer advocate keeping them updated in a timely manner • Ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. • Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers. • Drafting and distributing technical notices for internal and external communication. • Prioritising your work in order to accomplish the most important and urgent tasks first • Keeping on learning as our products and services grow and evolve • Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix • Maintaining regular communication and information exchange with the rest of the team, locally and remotely • Identifying and suggesting any opportunities to provide a better service • Participating in a regular weekend working rotation