Staff Technical Support Engineer - White Glove

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

Key Responsibilities

• Provide dedicated, hands-on technical support for senior executives across all devices - laptops, desktops, tablets, and smartphones (iOS & Android)
• Configure, maintain, and troubleshoot executive-grade hardware and peripherals, ensuring zero-friction daily operations
• Manage executive device lifecycle: procurement, imaging, setup, refresh, and retirement
• Support home-office and travel technology setups, including connectivity, AV, and peripherals
• Administer and support Microsoft 365, Zoom and other collaboration platforms at an advanced level
• Configure and maintain executive-specific meeting room AV systems; provide on-site and remote support during critical meetings and board events
• Deliver rapid, professional support for video conferencing issues - before, during, and after high-stakes sessions
• Anticipate executive needs and proactively address potential technology disruptions before they impact business
• Perform regular technology health checks for executive devices and accounts
• Maintain a prioritized queue and resolve executive requests with urgency, discretion, and clear communication
• Coordinate with IT teams globally to ensure seamless escalation and resolution
• Ensure executive devices and accounts adhere to ServiceNow's security policies and compliance standards
• Execute endpoint protection, MDM enrollment, and security patch management with zero-disruption methodology
• Handle sensitive information with absolute discretion and professionalism
• Maintain accurate asset records, SOPs, and runbooks for executive support processes
• Continuously evaluate and recommend improvements to the white-glove support model

Qualifications

To be successful in this role, you should have

• At least 5+ years of hands-on end-user computing support experience, including at least 2 years supporting senior executives or VIPs
• Proficiency in macOS, Windows 10/11, iOS, and Android in enterprise environments
• Deep expertise in Microsoft 365, Exchange Online, SharePoint, OneDrive, Teams, and Intune/MDM platforms
• Strong working knowledge of networking fundamentals - TCP/IP, Wi-Fi, VPN, DNS
• Demonstrable experience with enterprise AV and video conferencing platforms (Zoom, Cisco Webex, Teams Rooms)
• Exceptional written and verbal communication skills - ability to translate complex technical issues into clear, non-technical language for executive audiences
• High emotional intelligence, discretion, and executive presence
• Ability to work 5 days per week on-site and travel approximately 20%

For positions in this location, we offer a base pay of $113,700 - $199,000 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 View email address on click.appcast.io 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.


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