Technical Support Engineer

hace 4 semanas

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
Company Overview

At ServiceNow, our technology is all about making the world function smoothly for everyone, and it's our team that makes it happen. We work quickly because time is of the essence, and we come up with innovative solutions that set us apart. By being part of ServiceNow, you join a group of ambitious individuals who are always curious and resourceful. We understand that you do your best work when you're living your best life and sharing your unique skills, so we strive to support that. Together, we have big dreams and we support each other in turning those dreams into reality. The future is bright, and it begins with you.

With a client base of 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 in the FORTUNE 100 list and among the World's Most Admired CompaniesTM.

Position Overview

What You'll Be Doing in This Role:

The Technical Support Engineer plays a crucial role in a global team where they serve as a technical expert assisting customers in resolving critical issues promptly and efficiently. In this role, customer satisfaction is our top priority in the field of support engineering. Our support engineering team is vital for our customers' success and ServiceNow's overall wellbeing.

As a Support Engineer, your main tasks will involve resolving technical issues raised by customers seeking assistance in understanding or troubleshooting unexpected behaviors or seeking solutions to technical inquiries regarding ServiceNow software and platform.

The ideal candidate for this position will be dedicated to delivering exceptional customer support experiences, relying on skills such as building trust, demonstrating empathy, and excellent communication to address customer queries and resolve issues via various channels like web, chat, email, case updates, and direct phone support.

Having a comprehensive understanding of the ServiceNow platform and its core features is crucial, along with using various diagnostic tools to identify the root cause of issues. While you will be expected to independently handle and resolve complex issues, collaboration with other teams may be necessary for more intricate cases. Hence, qualities like creative problem-solving, a collaborative spirit, and adaptability will be key to your success.

Support Engineers also provide valuable insights across different business units for process and product enhancements based on their unique perspective gained from dealing with technical issues on behalf of customers.

Who We're Looking For:

This role requires a bachelor's degree in computer science and 0 to 2 years of relevant experience, as well as fluency in Portuguese, Spanish, and English.

The ideal candidate should possess a solid background in database technologies, performance analysis, and robust troubleshooting skills. A passion for resolving issues within complex systems under real-world operational conditions is essential for success in this position.

We seek individuals who can effectively diagnose technical problems across the entire technology stack, from front-end to back-end, to determine the starting point for troubleshooting. Given that this is a customer-facing role, strong interpersonal skills are just as crucial as technical expertise. The Technical Support Engineer must be willing to work outside regular business hours, including evenings, weekends, and holidays, as and when required.

Successful candidates will receive training and guidance on relevant technologies from our experienced senior team members, as they contribute to supporting an expanding customer base of ServiceNow. This role offers attractive growth opportunities and a chance to broaden one's scope within the company as we expand.

Responsibilities:

  • Assist customers with critical and high-priority issues to deliver top-notch support experiences.
  • Engage with customers and internal teams using various communication channels such as cases, calls, and digital platforms.
  • Manage customer expectations and interactions to ensure high levels of satisfaction.
  • Analyze, troubleshoot, resolve, and provide root cause analysis for ServiceNow product issues.
  • Demonstrate a deep understanding of our platform, cloud technologies, and troubleshooting methodologies to successfully address challenging technical scenarios.
  • Collaborate with different internal teams on complex issues that require diverse expertise.
  • Contribute to the development of best practices for delivering support services.
  • Maintain expertise in designated areas of product functionality and share this knowledge through mentoring and training sessions with peers.
  • Propose and implement enhancements to internal processes and engage in technical and non-technical projects.
  • Develop proactive scripts for automating repetitive tasks and expediting troubleshooting.
  • Create knowledge base materials to enhance operational efficiency and empower customers.
  • Ensure meticulous management of cases and customer records.
  • Work 5-day shifts as and when needed, spanning Monday to Sunday.
Requirements

To Excel in This Role, You Should Have:

  • 0-2 years of experience in customer-facing technical support roles
  • Effective communication skills to convey technical information clearly to customers, colleagues, other specialist teams, and management
  • Proficiency in troubleshooting complex technical issues with ease
  • Strong written and verbal communication abilities to explain solutions to intricate technical problems
  • A firm dedication to delivering high-quality service and ensuring customer satisfaction
  • The ability to troubleshoot multiple challenging technical issues efficiently and effectively
  • An advanced understanding of JavaScript
  • Knowledge of SQL, TCP/IP, and networking concepts
  • Ability to interpret advanced programming languages and exposure to broader infrastructure services, operating systems, hardware, and networks
  • Capability to engage with customers and development teams to provide solutions for customer cases
  • A strong commitment to quality service and customer satisfaction

Essential Skills:

In order to succeed in this role, candidates must possess:

  • Proficiency in Portuguese, English, and Spanish with fluency in speaking, reading, and writing
  • Solid experience with relational databases such as MySQL and Oracle
  • Experience in diagnosing performance-related issues and optimizing SQL queries
  • Substantial experience in coding for multiple development projects using Java
  • Practical experience in scripting languages like JavaScript, Python, Perl, Unix Shell, and Windows Shell)

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