Technical Support Solutions Expert

hace 3 semanas


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

Overview
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.

About the Role
The Support Engineer is a critical member of our global organization, providing technical expertise to guide our customers through complex issues and ensure timely case resolution. In this role, you will be responsible for managing and resolving the most challenging issues and escalations for our customers. Your technical expertise will be invaluable in addressing business needs and providing guidance to our customers. You will be the voice of the customer in our product and development teams, providing feedback and insights that drive product improvements and process enhancements.

Responsibilities
• Mentor new and tenured starters to develop technical, process, and soft skills.
• Engage with development teams to communicate interlock outcomes and drive engagement across SME teams.
• Lead scheduled and impromptu war rooms to address critical issues.
• Drive case moves across SME teams based on in-depth technical analysis.
• Provide assistance on priority 1 and other critical issues as needed.
• Contribute to the growth of best practices for the delivery of support services.
• Maintain technical expertise in assigned areas of product functionality and share knowledge via mentoring and training sessions.
• Create scripts to automate repetitive tasks or enable faster troubleshooting.
• Suggest and implement improvements to internal processes and work on technical and non-technical projects.
• Communicate with customers and teams through case, phone, and other digital methods.
• Maintain impeccable case hygiene and customer-related files and records.

Requirements
We are looking for someone with hands-on experience in bi-directional, automated integrations between systems, strong knowledge of scripting languages (e.g. JavaScript, Python, Perl), and experience with relational databases (e.g. MySQL, Oracle). Additionally, we require experience working with both Linux/Unix and Microsoft Server. If you have a passion for technical problem-solving and a drive for innovation, we encourage you to apply for this exciting role.



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