Technical Support Engineer

hace 9 horas

Heredia, 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 0 to 2 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** Qualifications and technical skills that will lead to success**:

- 0-2 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 technical issues with ease and complexity
- A

  • Technical Support Engineer

    hace 8 horas

    Heredia, Costa Rica Ibm A tiempo completo

    IntroductionAt IBM, work is more than a job - it's a calling: To build.To design.To code.To consult.To think along with clients and sell.To make markets.To invent.To collaborate.Not just to do something better, but to attempt things you've never thought possible.Are you ready to lead in this new era of technology and solve some of the world's most...

  • Senior Technical Support Engineer

    hace 9 horas

    Heredia, 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...

  • Staff Technical Support Engineer

    hace 10 horas

    Heredia, 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...

  • Senior Technical Support Engineer

    hace 9 horas

    Heredia, 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...

  • Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Servicenow A tiempo completo

    Job 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...

  • Senior Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Senior Technical Support EngineerThis role has been designated as 'Edge', which means you will primarily work outside of an HPE office.Aruba is redefining the "IT EDGE".Creating new customer experiences by building intelligent spaces and digital workspaces.We are focused on campus, branch, mobility and the IoT to transform business models with the combined...

  • Technical Support Engineer

    hace 5 días

    Heredia, Costa Rica SGF Global A tiempo completo

    **What we're looking for**: We're looking for an outstanding Technical Support Engineer! You love solving problems and enjoy learning new technologies. You have 2 years supporting end users, as well as, providing Microsoft Windows server support. You have developed a strong practical understanding of the Active Directory and common networking protocols. If...

  • Technical Support Engineer Heredia, Heredia

    hace 9 horas

    Heredia, Costa Rica Vmware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?**Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.VMware brings together an extraordinary group of people.This includes an elite development...

  • Technical Support Engineer

    hace 5 días

    Heredia, Costa Rica SGF Global A tiempo completo

    DESCRIPTION The Company builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®....

  • Senior Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Servicenow A tiempo completo

    Job 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...

  • Technical Support Engineer 1 Heredia, Heredia

    hace 7 días

    Heredia, Costa Rica VMware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?** Technical Support Engineers (TSEs) are the life blood of Global Support, passionate about helping VMware customers and committed to solving their most complicated issues in a timely fashion. As a Technical Support Engineer, you are the trusted ally of our customers and the expert they turn to...

  • Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere.By joining our award-winning workplace, you'll be included in the globally diverse, collaborative team that values work-life balance.Come see why Fortune named us one of the 100 Best Companies to Work For®.Let's innovate and grow...

  • Technical Support Engineer Ii

    hace 15 horas

    Heredia, Costa Rica Vmware A tiempo completo

    **The Elevator Pitch**:Do the words iSCSI, Fabric, SAN, NVMe, IOPS and Arrays get your blood pumping?Do you thrive on learning new storage technologies or expanding your existing storage technology expertise?What about solving storage issues ranging from the simple to the highly complex?Are you a natural collaborator that craves working with enthusiastic,...

  • Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere.By joining our award-winning workplace, you'll be included in the globally diverse, collaborative team that values work-life balance.Come see why Fortune named us one of the 100 Best Companies to Work For®.Let's innovate and grow...

  • Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Cloud Software Group A tiempo completo

    **About Cloud Software Group**Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world's largest cloud software providers, serving more than 100 million users around the globe.When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get...

  • Staff Technical Support Engineer

    hace 8 horas

    Heredia, 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...

  • Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere.By joining our award-winning workplace, you'll be included in the globally diverse, collaborative team that values work-life balance.Come see why Fortune named us one of the 100 Best Companies to Work For®.Let's innovate and grow...

  • Technical Support Engineer

    hace 2 horas

    Heredia, Costa Rica IBM A tiempo completo

    Introduction At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...

  • Technical Support Engineer

    hace 9 horas

    Heredia, Costa Rica Citrix A tiempo completo

    Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere.By joining our award-winning workplace, you'll be included in the globally diverse, collaborative team that values work-life balance.Come see why Fortune named us one of the 100 Best Companies to Work For®.Let's innovate and grow...

  • Sr. Technical Support Engineer I

    hace 9 horas

    Heredia, Costa Rica Smarsh A tiempo completo

    Smarsh seeks a **Sr. Technical Support Engineer** to provide high touch support to our biggest and best customers.**What will you do?**:- Provide frontline support role for Enterprise products or Backline support role for Saas-hosted solutions or Enterprise products.Works on assignments that are complex in nature where independent action and high degree of...