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.A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.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.OpportunityThis position requires a bachelor's degree in computer science and 2 to 4 years of related experience, as well as fluency in Portuguese, Spanish, and English.The ideal candidate for this position is an engineer with a strong background in authentication or user management systems, email infrastructure, web services, and networking. The candidate must have a passion for chasing issues of complex systems running under dynamic, real-world loads.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.Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of ServiceNow customers. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.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 and technical skills that will lead to success:2-4 years of customer-facing technical support experienceStrong 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 complexityExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problemsStrong personal commitment to quality and customer serviceAbility to troubleshoot multiple difficult technical issues with ease and complexityAdvanced understanding of JavaScriptSQL, TCP/IP, Networking knowledgeAbility to read advanced programming languages, with exposure to broader infrastructure services, operating systems, hardware, and networkingAbility to discuss issues with the customer and development team and provide solutions to customer casesPersonal commitment to quality and customer serviceQualificationsQualifications and technical skills that will lead to your success:Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speakingLDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder) Email Infrastructure (e.g. Exchange, Office 365, Postfix) Web Services (consuming or providing) (SOAP, REST) Experience Data Extraction Technologies (e.g. JDBC, ODBC)Hands-on experience exporting/importing data between separate systemsTCP/IP, Networking knowledgeUnderstanding of Simple Network Management Protocol (SNMP)Understanding of remote administration via SSH, SNMP, WMI, PowershellHands-on experience in any bi-directional, automated integration between two systems 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 Components in a Web Applications StackCapability Strong personal commitment to quality and customer serviceUncompromising attention to detailExcellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problemsAbility to work with high-value customer administrators and developersExcellent time management skillsDemonstrated ability to understand the problem statement and troubleshoot complex technical issues with easeAbility to multi-task and efficiently manage case backlogExperience working well in a team environment while also being able to work productively while unsupervisedShould be a team player working efficiently in a collaborative environmentLeading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, of business processes and customer needs in a timely manner.Flexibility to work occasional weekends and evenings as neededDesired Skills The following additional skills are preferred but not required:Experience providing SaaS / PaaS supportA fundamental understanding of IT service management and the ITIL business processFluid experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)Experience working with dynamic HTML components: AJAX, JavaScript, AngularJS, CSS, XML, HTML, XHTMLExperience using tools like Splunk/Wireshark and understanding common SaaS cloud and on-premise infrastructure components.Familiarity with Eclipse IDEFD21
