Technical Support Engineer

hace 2 semanas

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
What you get to do in this role:The Technical Support Engineer plays a crucial role in a global team, providing technical guidance to customers in resolving critical issues swiftly and effectively. Customer satisfaction is the top priority in our support efforts. ServiceNow relies on the support engineering team for the success of our customers and the platform's overall health.As a Support Engineer, your main task is to address technical cases raised by customers seeking assistance with understanding and resolving unexpected behavior or technical inquiries about ServiceNow software and platform.The ideal candidate is dedicated to delivering exceptional customer support experiences by building trust, showing empathy, and communicating effectively through various channels such as web, chat, email, phone, and more.Having a deep understanding of the ServiceNow platform and utilizing diagnostic tools to identify issues' root causes are essential. The engineer will be responsible for managing and resolving challenging issues independently and may require collaboration with other teams for complex cases. Creative problem-solving, teamwork, and flexibility are key to excelling in this role.Support Engineers also contribute significantly to enhancing processes and products across business units, leveraging their unique insights gained from tackling technical customer issues.
OpportunityThis role calls for a candidate with a bachelor's degree in computer science and up to 2 years of relevant experience, along with fluency in Portuguese, Spanish, and English.The ideal candidate possesses expertise in database technologies, performance analysis, and troubleshooting skills. They should have a passion for resolving issues in complex systems under real-world conditions.We seek individuals capable of diagnosing the entire technology stack and demonstrating strong interpersonal and technical skills for customer-facing interactions. The role may require working outside regular hours to ensure customer support.Successful candidates will undergo training in relevant technologies by senior staff and will have opportunities for career advancement within the company.Responsibilities
  • Assist customers with critical and high-priority issues to deliver top-tier support.
  • Engage with customers and teams using various communication methods.
  • Manage customer expectations to drive high satisfaction rates.
  • Troubleshoot and resolve ServiceNow product issues, providing root cause analysis.
  • Utilize expertise in our platform and cloud technologies for effective troubleshooting.
  • Collaborate with internal teams on complex issues requiring varied skills.
  • Contribute to developing support service best practices.
  • Maintain technical proficiency and share knowledge with peers through mentoring.
  • Identify process improvements and work on technical projects.
  • Automate tasks and create knowledge base materials for operational efficiency.
  • Maintain accurate case records and customer files.
  • Work flexible shifts as needed, including weekends.

Qualifications
  • 0-2 years of customer-facing technical support experience.
  • Effective communication skills for technical discussions with customers and internal teams.
  • Ability to troubleshoot complex technical issues.
  • Strong commitment to quality and customer service.
  • Proficiency in JavaScript, SQL, TCP/IP, and networking concepts.
  • Good understanding of programming languages and infrastructure services.
  • Capability to collaborate on customer solutions with development teams.

Required Skills
  • Proficiency in Portuguese, English, and Spanish.
  • Expertise in relational databases, performance diagnostics, and Java coding.
  • Hands-on experience with scripting languages and Unix/Linux systems.
  • Familiarity with web application components and performance optimization.
  • Monitoring skills for scalable systems and networks.

Capability
  • High personal standards for quality and service.
  • Attention to detail and clear communication skills.
  • Experience working with customers and high-value administrators.
  • Effective time management and multitasking abilities.
  • Proven team collaboration skills.
  • Ability to resolve complex technical issues efficiently.
  • Flexibility for weekend and evening shifts.

Desired Skills
  • Experience in SaaS / PaaS support.
  • Understanding of IT service management and Object-Oriented code.
  • Familiarity with dynamic HTML components and infrastructure tools.
  • Knowledge of Eclipse IDE.

Additional InformationServiceNow is an Equal Opportunity Employer, valuing diversity in recruitment. Qualified candidates will be considered solely based on merit without discrimination.We prioritize flexibility and trust in our distributed work environment, offering various work arrangements.

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