We're seeking a passionate and skilled Servicenow Support Engineer to join a highly collaborative, supportive & multi-talented Technical Support team based in Sydney! You will tackle challenging platform issues, champion customer success, and play a key role in shaping the future of Cloud. Support Engineer (Korean) As a Technical Support Engineer, you will enable our customers with your passion & knowledge of the Servicenow Platform. Be responsible for managing and resolving the most challenging issues and escalations for the customer, providing technical guidance in addressing their business needs. The focus will be on addressing complex ITSM platform issues that are related to different applications within the Platform. You will be the voice of the customer in the ServiceNow product and development teams for product feedback and improvements. As part of this team, you will be expected to learn our product suite as it continues to grow, so you can best understand and support how our customers make use of our platform. What you can look forward to doing: Be a Customer Advocate providing support to users/administrators of our platform. Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations. Assess, troubleshoot, resolve and provide root cause analysis for Servicenow product issues. Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers. Handle incoming calls & manage customer's expectations, being able to clearly articulate solutions to complex technical problems. Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers. Maintain case hygiene and the ability to multitask and efficiently manage case backlog. Be able to work Korean business hours Must have: Must be a native Korean speaker or have fluent language proficiency in the Korean Language Skills you'll need to be successful in this role: At least 2 years hands-on experience working in a application/technical support or software development environment Proficient in analyzing log files & standard debugging concepts. Familiarity with tools/processes used in incident management, knowledgebase, defect & escalation management Prior experience working on Servicenow platform and/or Servicenow modules/applications (e.g Incident, Problem, Change, Knowledge Management, Project Management, SLA, ON Call) Knowledgeable in troubleshooting Saas/web applications Experience in reading/understanding JavaScript Code (for troubleshooting purposes) Creative problem-solving approach & strong analytical skills. Strong English communication skills (training will still be in English) Nice to haves: Any ServiceNow Admin or Development experience is highly desirable. Servicenow certifications or previous experience in ITSM/ITOM Implementation would be an advantage, but not required What awaits you: Look forward to an exciting & innovative Tech culture, state of the art facilities, very supportive environment, strong growth trajectory, flexible WFH/Hybrid setup & the opportunity for perm conversion. * Candidates must have Full working rights in AU What's Next? APPLY below or email vanessa@realtimeaustralia.com and we'll be in touch with you asap! Feel free to check out our other job openings & set up job alerts here: https://www.realtimeaustralia.com/job-search/