Senior Technical Support Engineer - Automation

Summary

Join ServiceNow as a Technical Support Engineer and leverage your expertise in troubleshooting and customer support. This role requires a bachelor's degree in computer science and 3-5 years of experience in customer-facing technical support. You will diagnose technology stack issues, work outside of normal business hours as needed, and receive training and mentorship from senior staff. The position offers a generous earning potential and opportunities for growth within the company. Fluency in Portuguese, Spanish, and English is required. Strong interpersonal and technical skills are essential for success.

Requirements

• Have a bachelor’s degree in computer science or related field (or equivalent degree and experience)
• Have 3-5 years of providing customer facing technical support (Web based products or e-commerce preferred)
• Have understanding of remote administration via SSH, SNMP, WMI, PowerShell
• Have solid understanding of object-oriented programming skills (Java strongly preferred)
• Have ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting
• Have familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)
• Have understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
• Have experience with troubleshooting tools such as Wireshark, Traceroute
• Have understanding of SNMP traps and MIBs/OIDs
• Have good understanding of database concepts
• Have a fundamental understanding of ITOM, CMDB and ITIL business process
• Have strong troubleshooting/root cause isolation skills
• Have demonstrated creative problem-solving approach and strong analytical skills
• Be proficient with analyzing log files and standard debugging concept
• Have excellent communication skills (verbal and written)
• Have 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

Responsibilities

• Diagnose the entire technology stack, from the front end to the back end, to determine where to start troubleshooting an issue
• Work outside of normal business hours (evening/weekend shifts, holidays) as needed
• Support a growing base of ServiceNow customers

Preferred Qualifications

• Have proficiency in Portuguese, English, and Spanish, encompassing fluent abilities in reading, writing, and speaking
• Have previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
• Have understanding of JavaScript
• Have familiarity with Eclipse IDE
• Have previous experience in software development(or) software consulting
• Have experience providing SaaS support
• Have experience providing web development support
• Have familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management