Technical Support Engineer at ServiceNow

San Francisco, Heredia, Costa Rica

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT Services, Cloud ComputingIndustries

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
0-2+ years customer facing technical support experience
Ability to troubleshoot difficult technical issues with ease and complexity
Ability to read Java/JavaScript code
Personal commitment to quality and customer service

Responsibilities

Resolve technical cases created by customers to understand, troubleshoot unexpected behaviors, or answer technical questions about the ServiceNow software and platform
Provide amazing customer support experiences using skills like building trust, showing empathy, and excellent communication via web, chat, email, case updates, and direct telephone support
Understand the ServiceNow platform and all core functionalities while employing various diagnostic tools to isolate the potential cause of issues
Diligently manage and resolve challenging issues assigned, coordinating assistance from additional teams for more complex cases
Demonstrate creative problem solving, a collaborative nature, and flexibility
Provide input across business units regarding process and product improvements based on unique perspective from working on technical issues for customers

Skills

ServiceNow

Technical Support

Troubleshooting

Customer Support

Diagnostic Tools

Problem Solving

Communication

Web Support

Chat Support

Email Support

Telephone Support

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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