Salary: 1,750,000 CRC
Hybrid: Heredia
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.
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.
· Onsite Requirements: Tuesday’s, Thursday’s, and any other Friday’s.
Aptitudes:
Qualifications and technical skills that will lead to success:
· 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.
Required Skills (To be successful in this role, the candidate must have):
· Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking
· Strong Experience with relational databases (e.g. 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 (e.g. explain plans, database tuning)
· Monitoring of large and scalable systems, applications, and networks
Formación:
Capability:
· Strong personal commitment to quality and customer service
· Uncompromising attention to detail
· Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
· Ability to work with high-value customer administrators and developers
· Excellent time management skills
· Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
· Ability to multi-task and efficiently manage case backlog
· Experience working well in a team environment while also being able to work productively while unsupervised
· Should be a team player working efficiently in a collaborative environment
· Leading 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 needed
· Desired Skills (The following additional skills are preferred but not required):
· Experience providing SaaS / PaaS support
· A fundamental understanding of IT service management and the ITIL business process
· Fluid 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, XHTML
· Experience using tools like Splunk/Wireshark and understanding common SaaS cloud and on-premise infrastructure components.
· Familiarity with Eclipse IDE
Tipo de puesto: Tiempo completo
Sueldo: ₡1 750 000,00 al mes

Idioma:

• portugues (Obligatorio)
• inglés (Obligatorio)

Please refer the Job description for details