Technical Support Engineer
The Job
OwnBackup is one of the fastest growing global SaaS companies. With nearly 5,000 customers, we are ranked on the Forbes Cloud 100 as one of the world's top private cloud companies and have raised over $500 million in funding from AIkeon Capital, B Capital Group, BlackRock Private Equity Partners, Insight Partners and others.
We are seeking a natural troubleshooter, a ServiceNow Admin expert, who thrives in a fast-paced environment and has great communication skills! A self-starter with the ability to prioritize their time for helping brand-name customers recover from mission-critical events. This is a unique opportunity to expand and utilize your ServiceNow skills and experience through countless configurations and customer environments where our products are implemented for the ultimate hands-on experience!
Your Day-to-Day Role
- Partner with customers to understand their pain points, technical landscape, and goals, then translate them into solutions that maximize productivity and drive business value
- Drive and track KPIs through cases, such as response and resolution times to meet OwnBackup's SLA
- Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
- Engage with customers for onboarding and training of new accounts
- Share your knowledge with the team through periodic internal training sessions
Your Work Experience
- 3+ year(s) experience with ServiceNow as an Administrator
- 3+ year(s) experience in Technical Services or Support roles
- A Certified ServiceNow Administrator
- Exceptional organizational and time management skills
- Excellent written and verbal communication skills
- Experience in dealing with large, complex, distributed systems scale business
- Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
Important Details
This is a full-time position. The ideal candidate will work out of our Englewood Cliffs, NJ office to maximize collaboration and interaction with the business.
OwnBackup is dedicated to creating an environment where employees thrive. It's why we provide every employee with unlimited PTO, generous medical benefits, and a 401(k) savings plan with a 4% employer match. We also offer catered lunches in the office five days a week, a full fitness center, and free shuttle bus service to and from New York City.
New employees also have the opportunity to attend our award-winning new hire bootcamp, which customizes the onboarding experience by role, provides new employees with invaluable hands-on training within their first few weeks at the company, and gives employees the chance to meet their new colleagues in-person.
Creating an environment where employees thrive also means making sure every employee feels accepted. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team and one culture that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status.
A Bit About Us
OwnBackup is a leading SaaS data protection platform for some of the largest SaaS ecosystems in the world, including Salesforce, Microsoft Dynamics 365, and ServiceNow. Through capabilities like data security, backup and recovery, archiving, and sandbox seeding, OwnBackup empowers thousands of organizations worldwide to manage and protect the mission-critical data that drives their business.
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