📍 Job Overview

Job Title: Technical Support Engineer
Company: ServiceNow
Location: Ulloa, Costa Rica
Job Type: Full-time
Category: DevOps & IT Infrastructure
Date Posted: August 1, 2025
Experience Level: 0-2 years
Remote Status: On-site (with flexible work personas)

🚀 Role Summary

Key Responsibilities: Resolve technical cases and provide exceptional customer support for the ServiceNow software and platform.
Key Skills: Technical support, customer service, problem-solving, Java, JavaScript, AI integration, communication, collaboration, empathy, trust-building, diagnostic tools, workflow automation, and flexibility.

📝 Enhancement Note: This role requires a unique blend of technical troubleshooting skills, customer service mindset, and a commitment to quality. Familiarity with AI integration and basic coding (Java/JavaScript) will be essential for success in this position.

💻 Primary Responsibilities

Case Management: Handle and resolve technical cases created by customers, addressing unexpected behaviors, and answering technical questions.
Diagnostic & Problem-Solving: Utilize various diagnostic tools to isolate and resolve technical issues, demonstrating strong problem-solving skills.
Collaboration: Coordinate with additional teams to resolve complex cases, fostering a collaborative work environment.
Process Improvement: Provide input across business units regarding process and product improvements based on customer feedback and technical insights.
Customer Support: Deliver amazing customer support experiences through effective communication and trust-building, using web, chat, email, case updates, and direct telephone support.

📝 Enhancement Note: This role requires a proactive approach to problem-solving and a commitment to continuous learning and improvement. The ideal candidate will be comfortable working in a dynamic environment and adapting to new challenges.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 0-2 years of customer-facing technical support experience.

Required Skills:

Proven ability to troubleshoot difficult technical issues with ease and complexity.
Familiarity with basic Java/JavaScript code reading.
Strong commitment to quality and customer service.
Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.

Preferred Skills:

Experience with the ServiceNow platform.
Familiarity with workflow automation tools and techniques.
Knowledge of additional programming languages (e.g., Python, Java, etc.).

📝 Enhancement Note: While not explicitly required, having experience with the ServiceNow platform or similar enterprise software would be beneficial for a successful transition into this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Technical Support Portfolio: Document successful case resolutions, demonstrating problem-solving skills, customer communication, and issue resolution processes.
AI Integration Projects: Showcase projects that involve AI integration into work processes, decision-making, or problem-solving, highlighting your ability to leverage AI-powered tools and automate workflows.

Technical Documentation:

Case Studies: Prepare detailed case studies outlining complex technical issues, the diagnostic process, resolution steps, and lessons learned.
Process Improvement Documentation: Document process improvement ideas and recommendations based on customer feedback and technical insights.

📝 Enhancement Note: As this role focuses on technical support and customer service, a traditional web development portfolio may not be required. Instead, emphasize your problem-solving skills, customer communication, and technical expertise through relevant case studies and documentation.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Costa Rica is between ₡700,000 and ₡1,200,000 per year (approximately $12,000 - $20,000 USD), based on market research and experience level.

Benefits:

Competitive benefits package, including health, dental, and vision insurance.
401(k) matching and employee stock purchase plan.
Generous time-off policies, including paid time off, sick leave, and parental leave.
Employee assistance programs and wellness resources.
Professional development opportunities, including training, certifications, and conference attendance.

Working Hours: Full-time position with standard business hours, Monday through Friday, 8:00 AM to 5:00 PM. Occasional overtime may be required to handle peak customer support needs.

📝 Enhancement Note: Salary and benefits information are estimates based on market research and may vary depending on the candidate's experience and qualifications. ServiceNow offers competitive compensation packages and comprehensive benefits to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and AI-driven operations.

Company Size: ServiceNow is a large, global organization with over 10,000 employees, providing ample opportunities for career growth and collaboration.

Founded: ServiceNow was founded in 2004 and has since grown to become a leading provider of digital workflow solutions, serving over 8,100 customers worldwide, including 85% of the Fortune 500.

Team Structure:

Technical Support Team: The technical support team consists of dedicated professionals responsible for resolving customer issues and providing exceptional service.
Cross-Functional Collaboration: ServiceNow fosters a collaborative work environment, encouraging cross-functional teamwork between technical support, product development, and other departments.

Development Methodology:

Agile/Scrum: ServiceNow employs Agile/Scrum methodologies for software development, ensuring continuous improvement and customer satisfaction.
Customer-Centric Approach: The company prioritizes customer feedback and uses it to drive product development and process improvement.
AI Integration: ServiceNow is committed to integrating AI into its products and workflows, providing customers with cutting-edge technology solutions.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's large size and global presence offer numerous opportunities for career growth and professional development. The company's customer-centric approach and commitment to AI integration make it an attractive choice for technical support professionals looking to advance their careers in a dynamic and innovative environment.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is an entry-level to mid-level position within the technical support career path. Responsibilities include handling customer cases, troubleshooting technical issues, and collaborating with cross-functional teams to resolve complex problems.

Reporting Structure: Technical Support Engineers report directly to the Technical Support Manager and may collaborate with other teams, such as Product Development and Customer Success, to resolve customer issues and drive process improvement.

Technical Impact: Technical Support Engineers play a crucial role in maintaining customer satisfaction and driving product improvement by addressing technical issues, gathering customer feedback, and identifying trends that impact the ServiceNow platform.

Growth Opportunities:

Technical Support Specialist: With experience and demonstrated success, Technical Support Engineers can advance to become Technical Support Specialists, handling more complex cases and mentoring junior team members.
Senior Technical Support Engineer: Senior Technical Support Engineers provide advanced technical support, drive process improvement initiatives, and collaborate with cross-functional teams to enhance the ServiceNow platform.
Technical Support Manager: Technical Support Managers oversee the technical support team, set priorities, and ensure service level agreements are met. They also work closely with other departments to drive continuous improvement and customer satisfaction.

📝 Enhancement Note: ServiceNow's large size and diverse customer base provide numerous opportunities for career growth and professional development within the technical support career path. With experience and demonstrated success, Technical Support Engineers can advance to more senior roles, driving process improvement and customer satisfaction initiatives.

🌐 Work Environment

Office Type: ServiceNow's Ulloa, Costa Rica office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Ulloa, Costa Rica

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and communication between team members.
State-of-the-Art Technology: ServiceNow provides employees with access to the latest tools and technologies, ensuring they have the resources needed to succeed in their roles.
Cross-Functional Interaction: The office layout facilitates interaction between technical support, product development, and other departments, fostering a collaborative work environment.

Work Schedule: Full-time position with standard business hours, Monday through Friday, 8:00 AM to 5:00 PM. Occasional overtime may be required to handle peak customer support needs.

📝 Enhancement Note: ServiceNow's modern, collaborative work environment encourages teamwork and innovation, providing technical support professionals with the resources and support they need to succeed in their roles.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess communication skills and technical proficiency.
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, diagnostic abilities, and customer support aptitude.
Behavioral Interview: A structured interview focusing on customer service skills, teamwork, and adaptability.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss fit, expectations, and next steps.

Portfolio Review Tips:

Case Studies: Prepare detailed case studies outlining complex technical issues, the diagnostic process, resolution steps, and lessons learned.
AI Integration Projects: Highlight projects that demonstrate your ability to leverage AI-powered tools and automate workflows.
Customer Service Focus: Emphasize your commitment to customer service and exceptional customer support experiences.

Technical Challenge Preparation:

Diagnostic & Problem-Solving: Brush up on your diagnostic and problem-solving skills, focusing on identifying the root cause of technical issues and developing effective solutions.
Customer Communication: Practice active listening and clear communication techniques to ensure you can effectively address customer concerns and provide helpful solutions.
AI Integration: Review your experience with AI integration and be prepared to discuss how you have leveraged AI-powered tools to improve work processes, decision-making, or problem-solving.

ATS Keywords: (See the comprehensive list at the end of this document)

📝 Enhancement Note: ServiceNow's interview process focuses on assessing technical proficiency, customer service skills, and cultural fit. By preparing detailed case studies, brushing up on diagnostic and problem-solving skills, and emphasizing your commitment to customer service, you can effectively demonstrate your qualifications for this role.

🛠 Technology Stack & Web Infrastructure

Technical Support Tools:

ServiceNow Platform: Familiarity with the ServiceNow platform is essential for success in this role. The platform provides a comprehensive suite of tools for managing customer cases, tracking progress, and collaborating with cross-functional teams.
Diagnostic Tools: Experience with various diagnostic tools, such as log analysis, debugging, and performance monitoring, is crucial for identifying and resolving technical issues.
AI Integration Tools: Familiarity with AI-powered tools, such as machine learning algorithms, natural language processing, and chatbots, will be beneficial for leveraging AI to improve work processes, decision-making, or problem-solving.

Programming Languages & Frameworks:

Java/JavaScript: Basic familiarity with Java and JavaScript is required for reading and understanding code snippets and troubleshooting technical issues.
AI Integration: Familiarity with AI integration tools and techniques, such as machine learning algorithms and natural language processing, will be beneficial for leveraging AI to improve work processes, decision-making, or problem-solving.

📝 Enhancement Note: While this role primarily focuses on technical support and customer service, having familiarity with the ServiceNow platform, diagnostic tools, and AI integration tools will be crucial for success. Basic knowledge of Java and JavaScript will also be beneficial for reading and understanding code snippets and troubleshooting technical issues.

👥 Team Culture & Values

ServiceNow Values:

Customer Obsessed: ServiceNow prioritizes customer satisfaction and uses customer feedback to drive product development and process improvement.
Innovation: The company encourages creativity, continuous learning, and the pursuit of innovative solutions to complex problems.
Integrity: ServiceNow fosters a culture of honesty, transparency, and ethical behavior, both internally and with customers.
Collaboration: ServiceNow values teamwork, cross-functional collaboration, and a collective commitment to customer success.
Accountability: The company holds its employees accountable for their actions, decisions, and the outcomes they produce.

Collaboration Style:

Cross-Functional Teamwork: ServiceNow encourages collaboration between technical support, product development, and other departments to drive continuous improvement and customer satisfaction.
Peer-to-Peer Learning: The company fosters a culture of knowledge sharing and peer-to-peer learning, providing employees with opportunities to grow both personally and professionally.
Customer-Centric Approach: ServiceNow prioritizes customer feedback and uses it to drive product development and process improvement, ensuring that customer needs are met and exceeded.

📝 Enhancement Note: ServiceNow's values and collaboration style create a dynamic, innovative, and customer-focused work environment. By embracing these values and fostering a culture of collaboration, ServiceNow empowers its employees to drive continuous improvement and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Technical Issues: Technical Support Engineers may encounter complex technical issues that require creative problem-solving, collaboration with cross-functional teams, and a deep understanding of the ServiceNow platform.
AI Integration: As AI becomes increasingly integrated into the ServiceNow platform, Technical Support Engineers must stay up-to-date with the latest AI-powered tools and techniques to effectively leverage AI for troubleshooting, workflow automation, and decision-making.
Customer Expectations: ServiceNow's customers expect exceptional customer support experiences, requiring Technical Support Engineers to consistently deliver high-quality service and exceed customer expectations.

Learning & Development Opportunities:

Technical Training: ServiceNow offers comprehensive technical training programs to help Technical Support Engineers develop their skills and advance their careers.
AI Integration: As AI becomes increasingly important to ServiceNow's products and workflows, Technical Support Engineers have ample opportunities to learn about AI-powered tools, techniques, and best practices.
Career Growth: With experience and demonstrated success, Technical Support Engineers can advance to more senior roles, driving process improvement and customer satisfaction initiatives.

📝 Enhancement Note: ServiceNow's commitment to innovation, AI integration, and customer satisfaction presents both challenges and growth opportunities for Technical Support Engineers. By embracing these challenges and pursuing continuous learning and development, Technical Support Engineers can advance their careers and make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Diagnostic & Problem-Solving: Be prepared to discuss your approach to diagnosing and resolving technical issues, demonstrating your ability to identify the root cause of problems and develop effective solutions.
AI Integration: Be ready to discuss your experience with AI-powered tools, techniques, and best practices, highlighting your ability to leverage AI for troubleshooting, workflow automation, and decision-making.
Customer Service: Prepare for questions about your customer service skills, communication techniques, and commitment to exceptional customer support experiences.

Company & Culture Questions:

ServiceNow Platform: Familiarize yourself with the ServiceNow platform, its features, and its role in driving digital workflows and AI-driven operations.
AI Integration: Be prepared to discuss ServiceNow's commitment to AI integration and the role of AI in driving product development and process improvement.
Customer-Centric Approach: Emphasize your understanding of ServiceNow's customer-centric approach and your commitment to delivering exceptional customer support experiences.

Portfolio Presentation Strategy:

Case Studies: Prepare detailed case studies outlining complex technical issues, the diagnostic process, resolution steps, and lessons learned. Present these case studies in a clear, concise, and engaging manner, highlighting your problem-solving skills and commitment to customer service.
AI Integration Projects: Highlight projects that demonstrate your ability to leverage AI-powered tools and automate workflows. Emphasize the impact of these projects on work processes, decision-making, or problem-solving, and discuss the lessons you learned throughout the process.
Customer Service Focus: Throughout your portfolio presentation, emphasize your commitment to customer service and exceptional customer support experiences. Discuss your approach to active listening, clear communication, and building trust with customers.

📝 Enhancement Note: By preparing detailed case studies, brushing up on your diagnostic and problem-solving skills, and emphasizing your commitment to customer service, you can effectively demonstrate your qualifications for the Technical Support Engineer role at ServiceNow.

📌 Application Steps

To apply for this Technical Support Engineer position at ServiceNow:

Tailor Your Resume: Customize your resume to highlight your technical support experience, problem-solving skills, and customer service commitment. Include relevant keywords and phrases to optimize your resume for ServiceNow's Applicant Tracking System (ATS).
Prepare Your Portfolio: Gather detailed case studies, AI integration projects, and other relevant materials that demonstrate your technical support skills, problem-solving abilities, and commitment to customer service. Organize your portfolio in a clear, concise, and engaging manner, highlighting your unique qualifications for this role.
Research ServiceNow: Familiarize yourself with ServiceNow's products, AI integration initiatives, and customer-centric approach. Understand the company's values, collaboration style, and commitment to innovation, and be prepared to discuss how your skills and experience align with ServiceNow's culture and mission.
Practice Interview Questions: Prepare for technical, behavioral, and company-specific interview questions, focusing on your diagnostic and problem-solving skills, customer service commitment, and AI integration experience. Practice your responses using the STAR method (Situation, Task, Action, Result) to ensure clear, concise, and engaging communication.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

ATS Keywords:

Programming Languages:

Java
JavaScript
AI Integration (Machine Learning, Natural Language Processing, Chatbots)
Python (Preferred)

Web Frameworks & Tools:

ServiceNow Platform
Diagnostic Tools (Log Analysis, Debugging, Performance Monitoring)
AI Integration Tools (Machine Learning, Natural Language Processing, Chatbots)

Server Technologies:

None specified (primarily customer-facing role)

Databases:

None specified (primarily customer-facing role)

Other Technologies & Tools:

Customer Relationship Management (CRM) Software
Ticketing Systems (e.g., Zendesk, Jira Service Management)
Collaboration Tools (e.g., Slack, Microsoft Teams)
Project Management Tools (e.g., Asana, Trello)
AI Integration Tools (e.g., IBM Watson, Microsoft Azure AI, Google Cloud AI)

Industry Terms:

Technical Support
Customer Service
Problem-Solving
AI Integration
Workflow Automation
Customer-Centric Approach
Process Improvement
Customer Feedback
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Experience (CX)
Customer Success
Customer Service Representative (CSR)
Technical Support Engineer (TSE)
Technical Support Specialist (TSS)
Senior Technical Support Engineer (STSE)
Technical Support Manager (TSM)

Soft Skills:

Communication (Verbal, Written, Active Listening)
Problem-Solving
Critical Thinking
Collaboration
Teamwork
Adaptability
Customer Service Orientation
Empathy
Trust-Building
Customer-Centric Mindset
Process Improvement
Innovation
Continuous Learning
Attention to Detail
Time Management
Prioritization
Organization
Documentation
Customer Relationship Management
Customer Success Management
Customer Experience Management

Technical Support Engineer