Technical Support Specialist

hace 1 día

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
Job Description

Company Overview

ServiceNow is a global leader in providing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better.

Job Summary

We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, ensuring timely and effective case resolution. You will work closely with our customers and internal teams to diagnose and resolve complex technical issues, providing root cause analysis and implementing solutions.

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.
  • 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.

Requirements

  • 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
  • Advanced understanding of JavaScript
  • SQL, TCP/IP, Networking knowledge
  • Ability to read advanced programming languages, with exposure to broader infrastructure services, operating systems, hardware, and networking
  • Ability to discuss issues with the customer and development team and provide solutions to customer cases
  • Personal commitment to quality and customer service

Preferred Skills

  • Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking
  • Strong Experience with relational databases (MySQL, Oracle)
  • Experience diagnosing performance-related issues and SQL tuning
  • Well-built experience in several development projects coding in Java language
  • Hands-on experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Advanced Unix/Linux experience
  • Working knowledge of the components in a web applications stack
  • Experience diagnosing performance degradation (explain plans, database tuning)
  • Monitoring of large and scalable systems, applications, and networks

What We Offer

  • Opportunity to work with a global leader in the industry
  • Chance to expand your role in the company as we grow
  • Generous earning potential
  • Training and mentorship from senior staff
  • Opportunity to work with a diverse and talented team

Work Environment

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

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