📍 Job Overview

• Job Title: Technical Support Engineer - Platform Tech
• Company: ServiceNow
• Location: Ulloa, Costa Rica
• Job Type: Full-time
• Category: Technical Support Engineer
• Date Posted: 2025-08-01
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on providing exceptional customer support for ServiceNow's platform, requiring a strong technical background and excellent communication skills.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities revolve around resolving technical cases, troubleshooting issues, and improving customer experience with ServiceNow's platform.

• Resolve technical cases created by customers, addressing unexpected behaviors or answering technical questions about the ServiceNow software and platform.

• Provide support through various channels, including web, chat, email, case updates, and direct telephone support.

• Utilize diagnostic tools to isolate and resolve technical issues, collaborating with additional teams when needed.

• Contribute to process and product improvements based on insights gained from working on technical issues for customers.

🎓 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:

• Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.
• Proficiency in reading Java and JavaScript code.
• Strong troubleshooting skills and ability to handle complex technical issues.
• Personal commitment to quality and customer service.
• Excellent communication and collaboration skills.

Preferred Skills:

• Familiarity with ServiceNow platform and its core functionalities.
• Experience with workflow automation and AI-driven insights.
• Knowledge of additional programming languages or tools relevant to ServiceNow's platform.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on customer support rather than web development, a portfolio is not explicitly required. However, demonstrating problem-solving skills and technical proficiency through relevant projects or case studies can be beneficial.

Technical Documentation:

• Documented examples of complex technical issues resolved, highlighting problem-solving processes and outcomes.
• Case studies demonstrating customer support strategies and their impact on user experience and satisfaction.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica typically falls between ₡5,000,000 - ₡7,000,000 (approximately $8,500 - $12,000 USD) per year, based on experience and qualifications.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and growth within the company.
• A dynamic and inclusive work environment that values diversity and collaboration.

Working Hours: Full-time position, with standard working hours Monday through Friday, 8:00 AM to 5:00 PM, with a one-hour lunch break. Occasional overtime may be required to resolve critical customer issues.

🎯 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 worldwide, providing ample opportunities for growth and collaboration.

Founded: ServiceNow was founded in 2004, with a mission to transform how work gets done.

Team Structure:

• The technical support team consists of dedicated support engineers who collaborate with various teams, including product, engineering, and customer success, to ensure customer satisfaction and platform improvement.
• The team follows a structured hierarchy, with team leads and managers providing guidance and support to engineers.

Development Methodology:

• ServiceNow follows Agile methodologies for product development and improvement, with a focus on continuous integration and delivery.
• The support team employs a ticket-based system to manage and resolve customer issues, prioritizing cases based on severity and impact.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's culture emphasizes innovation, collaboration, and customer focus, with a strong commitment to diversity, equity, and inclusion.

🌐 Work Environment

Office Type: The Ulloa office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Ulloa, Costa Rica

Workspace Context:

• The workspace is equipped with state-of-the-art technology, including multiple monitors and testing devices, to ensure efficient issue resolution.
• The office encourages cross-functional collaboration, with dedicated spaces for team meetings, brainstorming sessions, and informal discussions.

Work Schedule: Full-time, Monday through Friday, with standard working hours and occasional overtime as needed.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, technical background, and cultural fit.
2. Technical Assessment: A hands-on evaluation of problem-solving skills, focusing on troubleshooting and issue resolution.
3. Behavioral Interview: An in-depth discussion of past experiences, focusing on customer support, problem-solving, and collaboration.
4. Final Interview: A meeting with the hiring manager or team lead to discuss the role, team dynamics, and company culture.

Portfolio Review Tips:

• While not explicitly required, demonstrating problem-solving skills and technical proficiency through relevant projects or case studies can be beneficial.

Technical Challenge Preparation:

• Familiarize yourself with ServiceNow's platform and its core functionalities.
• Brush up on your Java and JavaScript skills, focusing on reading and understanding code.
• Prepare examples of complex technical issues you've resolved, highlighting your problem-solving processes and outcomes.

ATS Keywords: Problem-solving, technical support, customer service, Java, JavaScript, AI integration, collaboration, communication, issue resolution, workflow automation, ServiceNow platform.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on customer support rather than web development or server administration, a specific technology stack is not explicitly required. However, familiarity with ServiceNow's platform and its core functionalities is essential.

👥 Team Culture & Values

Web Development Values:

• Customer focus: Prioritize customer needs and strive to provide exceptional support experiences.
• Collaboration: Work closely with other teams to resolve complex issues and improve the platform.
• Continuous learning: Stay up-to-date with the latest technologies and trends in customer support and AI integration.

Collaboration Style:

• Cross-functional integration: Collaborate with various teams, including product, engineering, and customer success, to ensure customer satisfaction and platform improvement.
• Knowledge sharing: Contribute to a culture of learning and growth by sharing insights and best practices with team members.
• Peer support: Work closely with other support engineers to resolve complex issues and improve customer experiences.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Ulloa, Costa Rica

Workspace Context:

• State-of-the-art technology, including multiple monitors and testing devices, to ensure efficient issue resolution.
• Dedicated spaces for team meetings, brainstorming sessions, and informal discussions.

Work Schedule: Full-time, Monday through Friday, with standard working hours and occasional overtime as needed.

📌 Application Steps

To apply for this technical support engineer position:

1. Submit your application through the ServiceNow careers page.
2. Prepare examples of complex technical issues you've resolved, highlighting your problem-solving processes and outcomes.
3. Research ServiceNow's platform and its core functionalities to demonstrate your familiarity with the technology.
4. Brush up on your Java and JavaScript skills, focusing on reading and understanding code.
5. Prepare for the interview process, focusing on your problem-solving skills, communication, and collaboration abilities.

📝 Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

• Tailor every section specifically to customer support roles, emphasizing problem-solving, communication, and collaboration skills.
• Include customer support methodologies, issue resolution processes, and user experience considerations.
• Address customer support team dynamics, cross-functional collaboration with various teams, and customer satisfaction measurement.
• Focus on customer support career progression, emerging technologies, and technical specialization in support roles.

Quality Standards:

• Ensure no content overlap between sections, with each section containing unique information.
• Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer support and technical support-related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support methodologies, issue resolution techniques, and user experience principles.
• Address customer support career progression paths and technical leadership opportunities in customer support teams.
• Provide tactical advice for customer support interviews, focusing on problem-solving, communication, and collaboration skills.
• Include customer support-specific interview preparation and case study guidance.
• Emphasize customer satisfaction measurement, process improvement, and AI integration in customer support.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and technical support industry terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer support professionals.
• Provide actionable insights that give customer support candidates a competitive advantage.
• Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Customer Support & Technical Support Focus:

• Emphasize problem-solving techniques, issue resolution strategies, and user experience design principles.
• Include specific portfolio requirements tailored to the customer support discipline and role level.
• Address customer support best practices, communication strategies, and performance optimization.
• Focus on problem-solving methods, issue resolution, and customer satisfaction measurement.
• Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

• Generic business jargon not relevant to customer support or technical support roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-technical terminology unless relevant to the specific customer support role.
• Marketing language unrelated to customer support, technical support, or user experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.