The Support Engineer resolves technical cases for customers troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform. The role involves building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies. The engineer is expected to manage and resolve challenging issues and provide input across business units regarding process and product improvements. Qualifications include valid legal authorization to work in Japan, business-level fluency in Japanese, and 4+ years customer facing technical support experience. The ability to troubleshoot difficult technical issues, read basic Java/JavaScript code, and explain solutions to complex technical problems is also required. Personal commitment to quality and customer service is essential.