Technical Support Engineer

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Feeling uncertain about meeting all the job requirements but enthusiastic about the role? We encourage you to take a shot. At ServiceNow, we're dedicated to fostering an inclusive atmosphere where every voice is valued, heard, and respected. We invite applications from all candidates, including those from diverse, unconventional backgrounds, who may not have followed a traditional path leading to this position. We believe that skills and experience are transferable, and having the confidence to dream big makes you a strong candidate.

What you will be doing in this role:

The Technical Support Engineer is a vital part of a global team responsible for offering technical assistance to customers during critical situations to guarantee a swift and efficient resolution of issues. In support engineering, customer satisfaction is paramount, and it drives our daily activities. The role of ServiceNow support engineering is crucial for our clients' success and the prosperity of ServiceNow.

In this position, the Support Engineer will be resolving technical cases raised by customers seeking help to comprehend or troubleshoot unexpected system behaviors or to seek answers to technical queries regarding the ServiceNow software and platform.

An ideal candidate will be dedicated to delivering exceptional customer support experiences, utilizing skills such as building trust, demonstrating empathy, and effectively communicating to respond to customer inquiries and address issues using various communication channels like web, chat, email, case updates, and direct phone support.

A comprehensive understanding of the ServiceNow platform and its core functionalities will be essential, along with employing various diagnostic tools to pinpoint the possible causes of issues. The engineer will be expected to efficiently deal with and resolve challenging problems assigned to them but may require collaborating with additional teams for more intricate cases. Hence, possessing creative problemsolving abilities, a collaborative spirit, and adaptability will be keys to your success.

Lastly, support engineers also contribute significantly by providing insights across business units to enhance processes and product features, leveraging their distinctive viewpoint gained while handling technical concerns for clients.

Opportunity

This role necessitates a bachelor's degree in computer science and 0 to 2 years of relevant experience, coupled with proficiency in Portuguese, Spanish, and English.

The perfect candidate for this role is a professional with a solid background in authentication or user management systems, email infrastructure, web services, and networking. Candidates should possess a keen interest in dealing with complex issues in dynamic systems that operate under real-world conditions.

We are in search of individuals who can proficiently diagnose the entire technology stack, from the frontend to the backend, to determine the starting point for troubleshooting any issue. As this is a customer-facing role, strong interpersonal skills, in addition to robust technical abilities, are essential. The Technical Support Engineer must be flexible to work beyond regular business hours (evening/weekend shifts, holidays) as necessary.

Selected candidates will undergo training and guidance on these technologies from our senior staff as required, as they engage in supporting a growing clientele of ServiceNow users. Successful candidates can anticipate attractive earning potential and opportunities for expanding their role within the organization as we expand.

Responsibilities

• Provide assistance to customers on critical issues and high-priority cases, aiming to offer top-tier support.
• Engage with customers and cross-functional teams through various communication channels like cases, phone calls, and digital platforms.
• Effectively manage customers' expectations and interactions to ensure high satisfaction levels.
• Analyze, troubleshoot, solve, and deliver root cause analysis for ServiceNow Product issues.
• Master our platform, cloud technologies, and problem-solving practices to ensure successful resolution of complex technical scenarios.
• Collaborate with internal teams on intricate issues requiring diverse expertise.
• Contribute to enhancing best practices for delivering support services.
• Maintain expertise in specified areas of product functionality and share this knowledge through mentoring and training sessions with colleagues.
• Propose and implement enhancements to internal processes, engage in technical and non-technical projects.
• Develop proactive scripts to automate repetitive tasks or expedite troubleshooting.
• Author knowledge base materials to enhance operational efficiency, empower customers, and streamline processes.
• Maintain precise case records and customer-related documentation.
• Be available to work 5-day shifts that may include weekends and holidays as required.

Qualifications and technical competencies for success:

• 0-2 years of experience in customer-facing technical support roles
• Effective Communication skills to explain technical details to customers, team members, other specialists, and company leadership in a comprehensible way.
• Capability to troubleshoot complex technical issues proficiently and adeptly
• Excellent written and oral communication skills to articulate solutions for intricate technical problems clearly
• Strong dedication to quality and customer service
• Ability to troubleshoot several complex technical issues proficiently
• Advanced knowledge of JavaScript
• SQL, TCP/IP, Networking expertise
• Ability to interpret advanced programming languages, exposure to diverse infrastructure services, operating systems, hardware, and networking
• Ability to discuss issues with customers and development teams, offer resolutions for customer cases
• Personal commitment to ensuring quality and customer satisfaction

Required Skills

To excel in this role, the applicant must possess:

• Proficiency in Portuguese, English, and Spanish, covering fluent proficiency in reading, writing, and speaking
• Experience in LDAP/Active Directory, SSO, or other authentication/user management systems (e.g. Azure AD, Okta, SAML, SiteMinder)
• Proficiency in Email Infrastructure (e.g. Exchange, Office 365, Postfix)
• Expertise in Web Services (consumption or provision) (SOAP, REST)
• Experience with Data Extraction Technologies (e.g. JDBC, ODBC)
• Hands-on experience in exporting/importing data between different systems
• TCP/IP, Networking knowledge
• Understanding of Simple Network Management Protocol (SNMP)
• Knowledge of remote administration via SSH, SNMP, WMI, Powershell
• Practical experience in any bidirectional, automated integration between systems
• Strong proficiency in at least one scripting language: JavaScript, Python, Perl, Unix Shell, Windows Shell
• Familiarity with Relational databases (e.g. MySQL, Oracle)
• Knowledge of Linux/Unix or Microsoft Server
• Understanding of Components in a Web Applications Stack

Capability

• Strong dedication to quality and customer service
• Unwavering focus on detail
• Outstanding written and verbal communication skills to clearly explain solutions for intricate technical challenges
• Ability to interact effectively with high-value customer administrators and developers
• Exceptional time management capabilities
• Demonstrated skill in comprehending problem statements and efficiently troubleshooting complex technical issues
• Ability to multitask and manage case backlogs effectively
• Experience working collaboratively in team settings while also being productive independently
• Team player adept at working efficiently in a cooperative environment
• Leading investigations and resolving complex issues and escalations, showcasing exceptional technical understanding of business processes and customer requirements promptly
• Flexibility to work occasional weekends and evenings as needed

Desired Skills

The following additional skills are advantageous though not mandatory:

• Experience in providing SaaS or PaaS support
• Fundamental understanding of IT service management and the ITIL business processes
• Proficiency in producing or debugging Object-Oriented code (Java preferred, other relevant technologies acceptable)
• Experience handling dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTML
• Proficiency with tools like Splunk/Wireshark and understanding common SaaS cloud and on-premise infrastructure components
• Familiarity with Eclipse IDE

ServiceNow is a firm believer in Equal Employment Opportunity. All qualified candidates will be considered for employment irrespective of race, color, creed, religion, sex, sexual orientation, national origin, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other legally protected category.

At ServiceNow, we embrace flexibility and trust in our modern work environment. Visit our work personas: flexible, remote, and required-in-office to learn more.

If you require reasonable accommodations to complete any part of the application process, or if you encounter limitations in accessing or using this online application and need an alternative method, feel free to reach out for assistance.

For roles involving access to technical data subject to export control regulations such as the Export Administration Regulations (EAR), ServiceNow may have to secure export licensing approval from the U.S. Government for certain individuals. Employment offers are contingent on ServiceNow obtaining any necessary export licenses or approvals mandated by the U.S. Government.

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