Technical Support Engineer - Automation

Summary

Join ServiceNow as a Technical Support Engineer, leveraging your expertise in troubleshooting and AI integration to support our growing customer base. This customer-facing role demands strong technical and interpersonal skills, requiring occasional work outside of standard business hours. You will diagnose technology stack issues, from front-end to back-end, and receive training and mentorship from senior staff. The position requires a bachelor's degree in computer science and 2+ years of related experience, along with fluency in Portuguese, Spanish, and English. Successful candidates will enjoy a generous earning potential and opportunities for career growth within the company. We value inclusivity and encourage applications from diverse backgrounds.

Requirements

• A bachelor’s degree in computer science and 2 or more years of related experience
• Fluency in Portuguese, Spanish, and English
• Strong interpersonal skills
• Strong technical skills
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 2+ years of related experience within either application technical support or software development environment
• Bachelor’s degree in computer science or related field (or equivalent degree and experience)
• Understanding of remote administration via SSH, SNMP, WMI, PowerShell
• Solid understanding of object-oriented programming skills (Java strongly preferred)
• Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting
• Familiarity with AWS, Azure, VMWare, Amazon EC2 including appropriate template types (ARM templates, CFT)
• Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
• Experience with troubleshooting tools such as Wireshark, Traceroute
• Understanding of SNMP traps and MIBs/OIDs
• Good understanding of database concepts
• A fundamental understanding of ITOM, CMDB and ITIL business process
• Strong troubleshooting/root cause isolation skills
• Demonstrated creative problem-solving approach and strong analytical skills
• Must be proficient with analyzing log files and standard debugging concept
• Excellent communication skills (verbal and written)

Responsibilities

• Diagnose technology stack issues, from front-end to 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

• Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
• Understanding of JavaScript
• Familiarity with Eclipse IDE
• Previous experience in software development(or) software consulting
• Experience providing SaaS support is desirable
• Proficiency in Portuguese, English, and Spanish, encompassing fluent abilities in reading, writing, and speaking