Technical Support Expert

hace 1 semana


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo
Job Description:

The Technical Support Expert will play a crucial role in guiding customers through critical issues to ensure timely and effective case resolution. As part of our global organization, you will be entrusted with technical resources to provide support and oversight for our Core TSEs.

This position requires a passion for the ServiceNow Platform and the ability to enable customers with knowledge and expertise. You will be responsible for managing and resolving challenging issues, providing technical guidance, and serving as the voice of the customer in ServiceNow product and development teams.

Key Responsibilities:

  • Mentor new and tenured starters to develop technical, process, and soft skills
  • Engage with development teams and communicate interlock outcomes
  • Lead war rooms and drive engagement across SME teams
  • Review case tasks and provide escalation paths or relief for engineers
  • Facilitate case moves across SME teams based on technical analysis
  • Provide assistance on priority 1 and critical issues as needed
  • Advocate for customers and provide support to users/administrators of our platform
  • Contribute to best practices for delivery of support services

Required Skills and Qualifications:

  • Ldap/active directory, SSO, or other authentication/user management systems
  • Web services (consuming or providing) (SOAP, REST)
  • Network infrastructure
  • Hands-on experience in bi-directional automated integration between two systems
  • Data extraction technologies 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


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