Technical Support Engineer - Performance

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.

Opportunity

This position requires a bachelor’s degree in computer science and 0 to 2 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 database technologies, performance analysis, and strong troubleshooting skills. 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.

To be successful in this role you have:

• 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

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

Three days at the office are required

Work Personas

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. Learn more here.

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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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