Technical Support Engineer - Performance
Technical Support Engineer - Performance
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1 Vacancy
Job Description
At ServiceNow our technology makes the world work for everyone and our people make it possible. We move fast because the world cant wait and we innovate in ways no one else can for our customers and communities. By joining ServiceNow you are part of an ambitious team of changemakers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents so we do everything we can to make that possible. We dream big together supporting each other to make our individual and collective dreams come true. The future is ours and it starts with you.
With more than 7400 customers we serve approximately 80% of the Fortune 500 and were on the 2021 list of FORTUNE Worlds Most Admired Companies.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Why ServiceNow
ServiceNows DNA is built in purpose and values. We offer a culture of belonging inclusivity collaboration and customer focus.
Worklife balance and wellbeing are our topmost priorities.
We offer flexible work arrangements.
We provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
What you get to do in this role:
The Technical Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering the customer and their positive experience are paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers as well as to the health of ServiceNow.
In this role the Support Engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
A successful candidate will be committed to providing 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. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such creative problemsolving a collaborative nature and flexibility will be key to your success.
Lastly Support Engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Opportunity
This position requires a bachelors degree in computer science and 0 to 2 years of related experience as well as fluency in Portuguese Spanish and English.
The ideal candidate for this position is an engineer with a strong background in database technologies performance analysis and strong troubleshooting skills. The candidate must have a passion for chasing issues of complex systems running under dynamic realworld loads.
We are looking for individuals who can successfully diagnose the entire technology stack from the front end to the back end to determine where to start troubleshooting an issue. This is a customerfacing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts holidays) as needed.
Those we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of ServiceNow customers. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.
Qualifications :
Responsibilities
- Assist customers on critical issues and highpriority cases to provide a bestinclass 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 crossSME 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 nontechnical 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 customerrelated files and records.
- Working 5day shifts that can be across Monday to Sunday as needed.
Qualifications and technical skills that will lead to success:
- 02 years of customerfacing 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
Required Skills
To be successful in this role the candidate must have:
- 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 performancerelated issues and SQL tuning
- Wellbuilt experience in several development projects coding in Java language
- Handson 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
Capability
- 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 highvalue customer administrators and developers
- Excellent time management skills
- Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
- Ability to multitask 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
Desired Skills
The following additional skills are preferred but not required:
- 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 onpremise infrastructure components.
- Familiarity with Eclipse IDEWe provide competitive compensation generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.
JV20
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
