Staff Technical Support Engineer

hace 6 meses

San Francisco, Costa Rica ServiceNow A tiempo completo

**Company Description**
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies.

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

**Job Description** What you get to do in this role**:
The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience are paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as to the health of ServiceNow.

As a Staff Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. This job will be working in our Swarm function providing oversight and support for our Core TSEs. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing any Integration-type issues inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.

Opportunity

**Responsibilities**:

- Mentor new and tenured starters to continuously develop technical, process, and soft skills.
- Engage in Interlocks with development teams and communicate the outcome of any interlocks.
- Lead scheduled and impromptu war rooms.
- Drive engagement across SME teams where there may be overlap in the required skills needed to achieve an outcome for customers.
- Review case tasks and either provide a path to relief for engineers or determine the best escalation path.
- Facilitate case moves across SME teams based on in-depth technical analysis.
- Provide assistance on priority 1 and other critical issues as needed.
- Customer Advocate providing support to users/administrators of our platform.
- Contribute to the growth of best practices for the delivery of support services.
- Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
- Assess, troubleshoot, resolve, and provide root cause analysis for ServiceNow Product issues.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Maintain technical expertise in assigned areas of product functionality and share this knowledge via mentoring and training sessions with other engineers.
- Create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
- Suggest and implement improvements to internal processes and work on technical and non-technical projects.
- Communicate with customers and our teams through case, phone, and other digital methods.
- Contribute to the growth of best practices for the delivery of support services.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
- Maintain impeccable case hygiene and customer-related files and records.
- Working 5-day shifts that can be across Monday to Sunday as needed.

**Qualifications** Qualifications and technical skills that will lead to your success**:
In order to be successful in this role, we need someone who has:

- LDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)
- Web Services (consuming or providing) (SOAP, REST)
- Network Infrastructure
- Hands-on experience in any bi-directional, automated integration between two systems
- Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations
- Strong Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
- Relational databases (e.g. MySQL, Oracle).
- Linux/Unix OR Microsoft Server

Must have experience in working with both of the following technologies:

- Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows

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