📍 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: August 1, 2025
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on providing technical support to customers using the ServiceNow platform, with a strong emphasis on understanding and troubleshooting complex issues. The ideal candidate will have a solid foundation in technical support, with a commitment to quality and customer service.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role involve managing and resolving technical cases, coordinating with additional teams for complex issues, and providing input for process and product improvements.

• 📝 Enhancement Note: The support engineer will be responsible for understanding and troubleshooting unexpected behaviors in the ServiceNow software, answering technical questions, and providing assistance to customers.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

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

Required Skills:

• Proven ability to troubleshoot difficult technical issues
• Experience with Java and JavaScript (reading basic code)
• Strong communication and collaboration skills
• Personal commitment to quality and customer service
• 📝 Enhancement Note: Familiarity with AI integration and its potential impact on work processes, decision-making, or problem-solving is a plus.

Preferred Skills:

• Experience with the ServiceNow platform
• Familiarity with AI-powered tools and workflow automation
• Knowledge of additional programming languages

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support rather than web development, a portfolio is not required. However, demonstrating problem-solving skills, technical expertise, and customer service orientation through past experiences and achievements would be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Ulloa, Costa Rica, is approximately ₡5,000,000 - ₡7,000,000 per year (USD $8,500 - $12,000), based on local market research and the role's experience level.

Benefits:

• Competitive benefits package
• Opportunities for professional development and growth
• 📝 Enhancement Note: ServiceNow offers a flexible work environment with various work personas, including remote and required in-office options.

Working Hours: Full-time, 40 hours per week, with flexibility for maintenance windows and project deadlines.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on intelligent cloud-based platforms that connect people, systems, and processes.

Company Size: ServiceNow is a large, global organization with over 8,100 customers, including 85% of the Fortune 500. This provides ample opportunities for growth and collaboration with diverse teams.

Founded: ServiceNow was founded in 2004 by Fred Luddy, with a vision to transform how we work.

Team Structure:

• The technical support team consists of various roles, including support engineers, team leads, and managers.
• The team works closely with other departments, such as product, engineering, and sales, to ensure customer satisfaction and drive product improvement.

Development Methodology:

• ServiceNow follows Agile methodologies, with a focus on continuous improvement and customer satisfaction.
• The company encourages a culture of innovation, collaboration, and customer-centricity.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow values diversity, inclusion, and equal opportunity, fostering a collaborative and innovative work environment.

🌐 Work Environment

Office Type: The Ulloa, Costa Rica, office is a modern, collaborative workspace designed to facilitate team interaction and knowledge sharing.

Office Location(s): Ulloa, Costa Rica

Workspace Context:

• The workspace is equipped with modern tools and technologies to support efficient problem-solving and collaboration.
• The team follows a structured onboarding process to ensure new members quickly become productive and integrated into the team.

Work Schedule: Full-time, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: ServiceNow offers various work personas, including remote and required in-office options, to accommodate individual needs and preferences.

📄 Application & Technical Interview Process

Interview Process:

1. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, technical expertise, and customer service orientation.
2. Behavioral Interview: An interview focused on understanding the candidate's approach to customer support, problem-solving, and teamwork.
3. Final Interview: A conversation with the hiring manager or team lead to discuss the candidate's fit within the team and company culture.

Portfolio Review Tips: Not applicable, as this role does not require a portfolio.

Technical Challenge Preparation:

• Brush up on Java and JavaScript fundamentals, with a focus on reading and understanding basic code.
• Familiarize yourself with the ServiceNow platform and its core functionalities.
• Prepare examples demonstrating your problem-solving skills, customer service orientation, and ability to work collaboratively with others.

ATS Keywords:

• Technical Support
• Customer Service
• Troubleshooting
• Java
• JavaScript
• AI Integration
• Problem Solving
• Collaboration
• ServiceNow Platform

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development or server administration, a detailed technology stack is not provided. However, familiarity with the ServiceNow platform, Java, and JavaScript is essential.

👥 Team Culture & Values

Web Development Values:

• Customer-centricity: Putting customers first and ensuring their satisfaction with the ServiceNow platform.
• Innovation: Embracing new technologies and approaches to drive continuous improvement.
• Collaboration: Working closely with cross-functional teams to deliver exceptional results.
• 📝 Enhancement Note: While this role is not directly related to web development, the team values align with those of a collaborative and innovative web development environment.

Collaboration Style:

• The technical support team works closely with other departments, such as product, engineering, and sales, to ensure customer satisfaction and drive product improvement.
• The team follows a structured onboarding process to ensure new members quickly become productive and integrated into the team.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting complex technical issues and providing effective solutions to customers.
• Staying up-to-date with the latest ServiceNow platform updates and features.
• 📝 Enhancement Note: Familiarizing yourself with AI integration and its potential impact on work processes, decision-making, or problem-solving can provide a competitive advantage in this role.

Learning & Development Opportunities:

• Opportunities for professional development and growth within the technical support team and the broader organization.
• Access to training and resources to enhance technical skills and customer service orientation.
• 📝 Enhancement Note: ServiceNow encourages a culture of continuous learning and innovation, providing ample opportunities for growth and development.

💡 Interview Preparation

Technical Questions:

• Be prepared to discuss your approach to troubleshooting complex technical issues and providing effective solutions to customers.
• Demonstrate your understanding of the ServiceNow platform and its core functionalities.
• 📝 Enhancement Note: Familiarize yourself with AI integration and its potential impact on work processes, decision-making, or problem-solving, as this can be a valuable skill in this role.

Company & Culture Questions:

• Prepare examples demonstrating your customer service orientation, problem-solving skills, and ability to work collaboratively with others.
• Research ServiceNow's company culture, values, and mission to ensure a strong fit with your personal and professional goals.

Portfolio Presentation Strategy: Not applicable, as this role does not require a portfolio.

📌 Application Steps

To apply for this technical support engineer position:

1. Submit your application through the provided link.
2. Tailor your resume and cover letter to highlight your technical support experience, problem-solving skills, and customer service orientation.
3. Prepare for the technical assessment and interviews by brushing up on your Java and JavaScript fundamentals, familiarizing yourself with the ServiceNow platform, and practicing your problem-solving skills.
4. Research ServiceNow's company culture, values, and mission to ensure a strong fit with your personal and professional goals.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with ServiceNow before making application decisions.