• Provide world-class support experience to enterprise customer base • Assist customers with troubleshooting and resolving issues related to Forcepoint and associated third-party products • Act as technical advisor within the team • Participate in product supportability programs

• You will help us further develop and improve Parqet's data quality • You will work specifically on automating data acquisition and correction to improve Parqet's data quality • You will assist in support, where users report data issues • Actively communicate with the community via email to handle data requests effectively and to document and resolve possible errors or improvements internally • Ensure and further develop the data quality of asset data and data tools • Work closely with other developers, support, and product management to quickly implement requirements and feedback

• Manage ticket intake and triage by reviewing, prioritizing, and properly categorizing incidents and service requests within the IT Service Management (ITSM) system to ensure timely and accurate handling. • Resolve assigned Service Desk tickets by performing advanced troubleshooting, documenting resolution steps, and ensuring issues are addressed within defined service level expectations. • Escalate unresolved issues appropriately by engaging specialized teams, ensuring proper tracking and follow-through to resolution. • Collaborate with cross-functional teams by working closely with infrastructure, applications, security, and vendor partners to diagnose and resolve multi-system and high-impact issues. • Troubleshoot hardware and software issues by diagnosing endpoint, application, and system-related problems and implementing effective solutions to restore normal operations. • Manage system and application access by provisioning, modifying, and deprovisioning user access within internal systems and partner EHR platforms in accordance with security and compliance requirements. • Develop and maintain documentation by creating clear and detailed system configurations, knowledge base articles, and Standard Operating Procedures (SOPs) to support operational consistency and knowledge sharing. • Communicate effectively with stakeholders by providing timely updates, setting expectations, and ensuring end-users and internal teams are informed throughout the issue resolution process. • Contribute to continuous improvement efforts by identifying recurring issues, participating in root cause analysis, and recommending process or technology enhancements to improve support efficiency.

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. 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 customer 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 - Advanced understanding of JavaScript - TCP/IP, Networking knowledge - Ability to read advanced Java/JavaScript code, with exposure to broader infrastructure services, operating systems, hardware, and networking - Ability to discuss issues with the customer and development team and provide solutions to customer cases - Personal commitment to quality and customer service 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 globaltalentss@servicenow.com 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. ©2026 Fortune Media IP Limited. All rights reserved. Used under license. .