Senior Technical Support Engineer

hace 7 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 Technical 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.

In this role, the Support Engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem-solving, a collaborative nature, and flexibility will be key to your success.

Lastly, Support Engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

**Opportunity**

This position requires a bachelor’s degree in computer science and 2 to 4 years of related experience, as well as fluency in Portuguese, Spanish, and English.

We are looking for individuals who can successfully diagnose the entire technology stack, from the front end to the back end, to determine where to start troubleshooting an issue. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.

**Responsibilities**
- Assist customers on critical issues and high-priority cases to provide a best-in-class support experience.
- Communicate with customers and our teams through case, phone, and other digital methods.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Assess, troubleshoot, resolve, and provide root cause analysis for ServiceNow Product issues.
- Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
- Collaborate with other internal teams on complex issues that require cross-SME skills.
- Contribute to the growth of best practices for the delivery of support services.
- Maintain technical expertise in assigned areas of product functionality and share this knowledge via mentoring and training sessions with other engineers.
- Suggest and implement improvements to internal processes and work on technical and non-technical projects.
- Create proactive scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
- Write 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** To be successful in this role you have**:
In order to be successful in this role, we need someone who has:

- 2-4 years of customer-facing technical support experience
- Strong Communication skills to articulate technical details with customers, TSEs, other SME teams, and internal leaders in a way that can be clearly understood.
- Ability to troubleshoot difficult technical issues with ease and complexity
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Strong personal commitment to quality and customer service
- Ability to troubleshoot multiple difficult tec

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