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.

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.

Required Skills (To be successful in this role, the candidate must have):

• Proficiency in Portuguese, English, and Spanish
• 0-2 years of customer-facing technical support experience.
• Strong Experience with relational databases (e.g. MySQL, Oracle)
• Experience diagnosing performance-related issues and SQL tuning
• Advanced understanding of JavaScript.
• SQL, TCP/IP and Networking knowledge.
• Coding in Java language
• Hands-on experience in one (or more) scripting languages: 
• JavaScript, Python, Perl, Unix Shell, Windows Shell)
• Advanced Unix/Linux experience