Technical Support Engineer - Platform Tech

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers using the ServiceNow software and platform. You will provide amazing customer support experiences, using skills in building trust, empathy, and excellent communication to answer customer questions and resolve issues through various technologies. Understanding the ServiceNow platform and its core functionalities is essential, as is employing various diagnostic tools to isolate the potential cause of issues. You will manage and resolve challenging issues, coordinating assistance from other teams when needed. You will also provide input on process and product improvements. This role requires proficiency in Portuguese, English, and Spanish.

Requirements

• 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
• Have 0-2+ years of customer-facing technical support experience
• Be proficient in Portuguese, English, and Spanish (fluent in reading, writing, and speaking)
• Be able to troubleshoot difficult technical issues with ease and complexity
• Be able to read basic Java/JavaScript code
• Demonstrate a personal commitment to quality and customer service

Responsibilities

• Resolve technical cases created by customers seeking help with understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, using skills in building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, and direct telephone support
• Understand the ServiceNow platform and all core functionalities, employing various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues assigned, coordinating assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements based on your unique perspective when working on technical issues for customers