Technical Support Engineer

hace 2 días


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

**Company Overview**

At ServiceNow, our technology makes the world work for everyone. We're a global organization that's always innovating to provide the best customer experience possible. Our team of change makers is passionate about using our platform to solve complex problems and make a real impact.

We know that your best work happens when you live your best life and share your unique talents. That's why 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.

We serve over 7,700+ customers, including approximately 85% of the Fortune 500 companies. We're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired Companies.

**Job Description**

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 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.

**Key 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.

**Required Skills and Qualifications**

  • 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.


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