Technical Support Engineer

hace 2 semanas

San Francisco, Heredia, Costa Rica ServiceNow, Inc. A tiempo completo

At ServiceNow, our mission is to make the world operate smoothly for everyone, and our team is the heart of that mission. We work quickly because time is of the essence, finding innovative solutions that set us apart for our clients and communities. When you join us, you become part of a dynamic group of changemakers who are driven by curiosity and creativity. We understand that your best work happens when you're living your best life and sharing your unique skills, so we strive to make that a reality. Together, we envision big dreams and support each other to turn those dreams into reality. The future is bright, and it begins with you.

With over 7,700 customers, we cater to about 85% of the Fortune 500 companies. We take pride in being recognized as one of the Best Companies to Work For and one of the Most Admired Companies in the world.

Discover more about Life at Now on our blog and hear firsthand from our employees about their experiences at ServiceNow.

Not sure if you meet all the requirements listed for a job but passionate about the role? We encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive environment where every voice is valued and respected. We welcome candidates from diverse backgrounds who may not have followed the traditional path to this role, as we believe skills are transferable, and a drive for innovation makes for exceptional candidates.

What you'll be doing in this role:

The role of a Technical Support Engineer is crucial within our global team, serving as a technical expert to assist our customers in resolving critical issues promptly and effectively. Customer satisfaction is at the core of our support engineering efforts. Our support engineers are vital to our customers' success and the overall well-being of ServiceNow.

In this position, you will be responsible for tackling technical cases raised by customers seeking assistance to understand or troubleshoot issues with the ServiceNow software and platform.

The ideal candidate will be dedicated to providing exceptional customer support experiences, utilizing skills such as building trust, demonstrating empathy, and clear communication to address customer inquiries and resolve issues through various channels including web, chat, email, and phone support.

A solid understanding of the ServiceNow platform and its core functionalities is essential, along with the ability to leverage diagnostic tools to identify the root cause of issues. While you'll be expected to manage and resolve challenging cases independently, collaboration with other teams may be necessary for more complex issues. Problem-solving skills, a collaborative mindset, and adaptability will be key to your success.

Additionally, Support Engineers will play a vital role in providing insights across different business units to drive process and product enhancements based on their unique perspective gained from handling technical customer issues.

Key Requirements

  • Assist customers with critical and high-priority issues for top-notch support.
  • Engage with customers and internal teams through various communication channels.
  • Manage customer expectations effectively to ensure high satisfaction levels.
  • Analyze, troubleshoot, and offer root cause analysis for ServiceNow product issues.
  • Demonstrate expertise in our platform, cloud technologies, and troubleshooting methodologies to resolve complex technical situations.
  • Collaborate with internal teams on intricate problems requiring diverse skills.
  • Contribute to refining support service best practices.
  • Stay updated on product functionality within your specialized area and impart knowledge through mentoring sessions.
  • Propose and implement process improvements and work on technical projects.
  • Develop proactive scripts for task automation and faster issue resolution.
  • Create knowledge base resources to enhance operational efficiency and empower customers.
  • Ensure meticulous case management and maintain customer-related documentation.
  • Be prepared to work flexible shifts as needed, including weekends.

To excel in this role, you should have:

  • 0-2 years of experience in customer-facing technical support.
  • Exceptional communication skills to explain technical details clearly to various stakeholders.
  • Proficiency in troubleshooting complex technical issues.
  • Strong commitment to quality and customer service.
  • Advanced knowledge of JavaScript, SQL, TCP/IP, and networking concepts.
  • Ability to comprehend programming languages and broader infrastructure services.
  • Experience in collaborating with customers and development teams to resolve issues.
  • Dedication to providing high-quality customer service.

Next Steps

If you're ready to take on this exciting opportunity, you'll need a Bachelor's degree in computer science, proficiency in Portuguese, Spanish, and English, and a passion for tackling complex technical challenges.

We're searching for individuals well-versed in database technologies, performance analysis, and troubleshooting, with the ability to troubleshoot the entire technology stack efficiently. This customer-facing role demands strong interpersonal and technical skills. You must be willing to work non-traditional hours when necessary.

Successful candidates will receive training and mentorship on relevant technologies from our senior team members as they support our expanding client base. Enjoy a competitive earning potential and opportunities for growth within the company.

Ready to make an impact?

Apply now and join our team at ServiceNow where your contributions are recognized, and your growth is encouraged.

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