Technical Support Engineer - Platform Tech

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers seeking help with the ServiceNow software and platform. You will provide amazing customer support experiences, utilizing strong communication and problem-solving skills to answer questions and resolve issues via various channels. A deep understanding of the ServiceNow platform and its core functionalities is essential, along with proficiency in using diagnostic tools. Collaboration with other teams may be required for complex cases. You will also contribute to process and product improvements by providing input based on your customer interactions. The role requires 0-2 years of customer-facing technical support experience, fluency in Portuguese and English, and the ability to troubleshoot technical issues.

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 customer facing technical support experience
• Proficiency in Portuguese and English is required, encompassing fluent abilities in reading, writing, and speaking
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read Java/JavaScript code and basic HTML/CSS and SQL knowledge
• Personal commitment to quality and customer service

Responsibilities

• Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to 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
• Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers