• You'll tackle complex challenges for some of the world's most recognized organizations, securing their networks against real-world threats. • You will be tasked with inspecting our deliverables and collateral for quality content using our in-house editing platform. • Each day, you'll work independently and steadfastly with cutting-edge technology to meet stringent deadlines. • As you edit, you'll learn about cybersecurity in a way most people will never experience. • As the last set of eyes on deliverables before they go to our clients, you will play a crucial role in conveying our findings to some of the most important businesses in the world.

• Collaborate with software engineers and product managers to document REST APIs, SDK workflows, and cloud-based architecture. • Maintain and organize internal technical knowledge bases using Polarion.

DescriptionSilverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers, including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category. Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security. The Technical Support Team Lead sits at the intersection of hands-on technical work and people leadership — responsible for the day-to-day operations of a Technical Support Engineering team while staying close enough to the ground level to drive performance, team health, and individual development forward. Responsibilities - Own escalation triage and resolution — serve as the direct point of contact for customers and internal stakeholders when cases require leadership involvement, and take cases hands-on when the team needs capacity or a senior-level opinion - Lead regular 1-on-1s, weekly team check-ins, and performance reviews — maintain a clear pulse on individual performance and address friction before it becomes a pattern - Manage the on-call rotation end-to-end, including scheduling, tooling, and payments, and participate in the weekly management on-call to support engineers as needed - Stay technically current on Silverfort's platform and customer environments; identify recurring patterns across the queue and treat them as training gaps, documentation failures, or unresolved process decisions - Build and maintain internal and external knowledge base content that reduces ticket volume and keeps the team sharp - Partner cross-functionally with R&D, Customer Success, and Field teams to ensure clean handoffs, smooth deployments, and visibility into support trends that the business needs to act on Requirements - 3+ years in a technical support leadership or team lead role; 5+ years of hands-on technical support experience - Strong networking knowledge required; proven experience with Active Directory, Linux, and Windows environments - Familiarity with authentication protocols (LDAP/S, Kerberos, NTLM, SAML, OAuth); cybersecurity or identity background preferred - Experience with support tooling such as Zendesk, Jira, or Salesforce; able to diagnose complex technical issues independently - Strong written and verbal English communication skills; equally comfortable on customer calls and in leadership conversations - Available for coast-to-coast US coverage with flexibility as the role demands; willingness to travel up to 10%

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: - Work closely with engineering and product management to plan, create, and maintain user-focused technical documentation for multiple product features or applications, in alignment with an established content strategy - Provide input to help shape future content strategy for the product or business unit you help to support - Contribute to the continued evolution of ServiceNow's content development processes, DITA-based information model, and writing style and standards - Develop a strong understanding of the ServiceNow product ecosystem and expert knowledge of the specific product area and user base you support Qualifications Basic Qualifications: - 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. - Understanding of content development life cycles and processes - 4+ years work experience in technical communication - Samples of your prior technical writing work or other writing that demonstrates your ability to communicate complex ideas and technical information clearly - Experience authoring in the Darwin Information Typing Architecture (DITA) or another XML-based structured authoring architecture - Experience independently planning, creating, and delivering documentation in a fast-paced, globally distributed software development environment - Ability and eagerness to demonstrate leadership by mentoring other writers, adapting quickly to changing priorities, and helping diverse cross-functional teams collaborate effectively to deliver exceptional results 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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.