Senior Technical Support Engineer

Summary

Join ServiceNow as a Support Engineer and be part of a global team providing technical guidance to customers during critical issues. You will resolve technical cases, troubleshoot problems, and answer questions about the ServiceNow software and platform. Success in this role requires excellent communication, problem-solving skills, and a commitment to providing amazing customer support experiences. You will utilize various technologies, including web, chat, email, and phone support, to assist customers. Collaboration with other teams will be necessary for complex cases. Additionally, you will contribute to process and product improvements by providing input based on your customer interactions.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 4+ years customer facing technical support experience
• Proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Ability to explain solutions to complex technical problems
• Personal commitment to quality and customer service

Responsibilities

• Resolve technical cases created by customers
• Troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform
• Provide 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
• Employ various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues assigned
• Coordinate assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements