Technical Support Engineer - Performance

Summary

Join ServiceNow as a Technical 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 provide root cause analysis for ServiceNow software and platform issues. Success in this role requires strong communication, problem-solving, and collaboration skills. You will work with various technologies, including web, chat, email, and phone support. The position requires a bachelor's degree in computer science and 0-2 years of related experience, along with fluency in Portuguese, Spanish, and English. You will also contribute to process and product improvements and receive training and mentorship from senior staff.

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
• 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
• 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
• 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
• Bachelor’s degree in computer science and 0 to 2 years of related experience

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

Preferred Qualifications

• 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