📍 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

Key web technology aspect 1: Provide exceptional customer support for the ServiceNow platform, troubleshooting technical issues and answering customer queries.
Key web technology aspect 2: Leverage AI integration skills to enhance support processes, decision-making, and problem-solving.
Key web technology aspect 3: Collaborate cross-functionally to improve processes and products based on customer feedback and technical insights.
Key web technology aspect 4: Demonstrate a strong commitment to quality, customer service, and continuous learning.

📝 Enhancement Note: This role requires a unique blend of technical troubleshooting skills, AI integration experience, and customer service mindset. Candidates should be comfortable working with customers to understand and resolve complex technical issues while continuously learning and improving support processes.

💻 Primary Responsibilities

Web technology responsibility 1: Resolve technical cases created by customers, addressing unexpected behaviors, and answering technical questions about the ServiceNow software and platform.
Web technology responsibility 2: Utilize various diagnostic tools to isolate potential causes of issues and troubleshoot them efficiently.
Web technology responsibility 3: Manage and resolve challenging issues independently or by coordinating with additional teams for more complex cases.
Web technology responsibility 4: Provide input across business units regarding process and product improvements based on customer feedback and technical insights.
Web technology responsibility 5: Maintain a high level of customer satisfaction by demonstrating empathy, excellent communication, and a commitment to quality.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work well under pressure. Candidates should be comfortable managing multiple cases and prioritizing their workload to ensure timely resolution of customer issues.

🎓 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:

Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.
Ability to troubleshoot difficult technical issues with ease and complexity.
Ability to read basic Java/JavaScript code.
Personal commitment to quality and customer service.
Strong communication and collaboration skills.
Proficiency in using diagnostic tools to isolate and resolve technical issues.

Preferred Skills:

Familiarity with the ServiceNow platform and its core functionalities.
Experience working in a global, distributed team environment.
Fluency in Spanish (both written and spoken) in addition to English.

📝 Enhancement Note: While not explicitly stated, proficiency in Spanish is highly desirable for this role due to the location in Costa Rica and the potential need to communicate with Spanish-speaking customers and colleagues.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Specific examples of successful customer support cases, demonstrating problem-solving skills and issue resolution.
Evidence of continuous learning and improvement in technical support processes.
Examples of AI integration projects or case studies, highlighting the candidate's ability to leverage AI for decision-making and problem-solving.

Technical Documentation:

Detailed case studies or project documentation showcasing the candidate's technical support process, tools used, and outcomes achieved.
Performance metrics and key performance indicators (KPIs) demonstrating the candidate's impact on customer satisfaction and issue resolution rates.

📝 Enhancement Note: As this role does not require a traditional web development portfolio, candidates should focus on providing concrete examples of their technical support experience, AI integration projects, and customer service achievements.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica is typically between ₡6,000,000 - ₡8,000,000 per year (approximately USD $10,500 - $14,000) for candidates with the required experience level. This estimate is based on regional market research and cost of living adjustments.

Benefits:

Competitive benefits package, including health insurance, retirement plans, and paid time off.
Opportunities for professional development, training, and career growth within the organization.
A dynamic and inclusive work environment that fosters collaboration and innovation.

Working Hours: Full-time position with standard working hours (Monday-Friday, 8:00 AM - 5:00 PM CST) and the possibility of occasional overtime or on-call rotations to provide 24/7 customer support.

📝 Enhancement Note: The provided salary range is an estimate based on regional market research and cost of living adjustments. Actual salary offers may vary depending on the candidate's experience, skills, and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, providing cloud-based platforms that help organizations manage and automate their workflows, including IT service management, customer service management, and security operations.

Company Size: ServiceNow is a large, global organization with over 10,000 employees worldwide, providing a diverse and collaborative work environment for its team members.

Founded: ServiceNow was founded in 2004 and has since grown to become a leading provider of enterprise cloud solutions, with a strong focus on innovation, customer success, and employee development.

Team Structure:

The technical support team is part of the larger Customer Support organization, which is responsible for providing exceptional customer service and support for the ServiceNow platform.
The team is organized into regional pods, with each pod consisting of technical support engineers, team leads, and managers.
The team follows a matrix structure, with cross-functional collaboration between different business units and departments.

Development Methodology:

ServiceNow follows an Agile development methodology, with a focus on continuous improvement, customer feedback, and iterative development processes.
The technical support team uses a ticket-based system to manage customer cases, with a focus on efficient issue resolution and customer satisfaction.

Company Website: https://www.servicenow.com/

📝 Enhancement Note: ServiceNow's company culture is characterized by its commitment to innovation, customer success, and employee development. The company fosters a collaborative and inclusive work environment, encouraging team members to learn, grow, and make an impact on the organization's success.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position within the technical support career path. It provides an excellent opportunity for candidates to gain experience in customer support, troubleshooting, and AI integration while working with a leading enterprise software provider.

Reporting Structure: The technical support engineer reports directly to a team lead or manager within the Customer Support organization. They may also collaborate with other teams, such as Product, Engineering, and Sales, to resolve complex customer issues and improve the ServiceNow platform.

Technical Impact: Technical support engineers play a crucial role in maintaining high levels of customer satisfaction by resolving technical issues and providing exceptional customer service. They also contribute to the continuous improvement of the ServiceNow platform by providing feedback and insights from customer interactions.

Growth Opportunities:

Growth opportunity 1: With experience and demonstrated success in the technical support role, candidates may have the opportunity to advance to senior technical support engineer or team lead positions, managing a team of technical support engineers and providing mentorship and guidance to team members.
Growth opportunity 2: Candidates with a strong background in AI integration and a passion for data-driven decision-making may have the opportunity to transition into data science or analytics roles within the organization, focusing on AI-powered workflows and predictive analytics.
Growth opportunity 3: ServiceNow offers numerous opportunities for professional development and career growth, including training programs, certifications, and internal mobility options. Technical support engineers may explore career paths in areas such as sales, marketing, or product management, depending on their interests and skills.

📝 Enhancement Note: ServiceNow's career growth opportunities are diverse and tailored to individual strengths, interests, and aspirations. Technical support engineers can expect a clear path for career progression within the organization, with numerous opportunities for professional development and internal mobility.

🌐 Work Environment

Office Type: ServiceNow's Ulloa, Costa Rica office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-plan workspaces, meeting rooms, and breakout areas, providing ample opportunities for employees to connect, collaborate, and learn from one another.

Office Location(s): Ulloa, Costa Rica (with the possibility of remote work for qualified candidates).

Workspace Context:

Workspace aspect 1: The technical support team works in an open-plan office environment, with a focus on collaboration and knowledge sharing. Team members are encouraged to work together to resolve complex customer issues and improve support processes.
Workspace aspect 2: Each team member is provided with a dedicated workspace, including a computer, multiple monitors, and access to the necessary tools and resources to perform their job effectively.
Workspace aspect 3: The office features a variety of workspaces, including quiet zones for focused work, collaboration areas for team meetings, and social spaces for informal discussions and team-building activities.

Work Schedule: Full-time position with standard working hours (Monday-Friday, 8:00 AM - 5:00 PM CST) and the possibility of occasional overtime or on-call rotations to provide 24/7 customer support.

📝 Enhancement Note: ServiceNow's work environment is designed to be flexible, collaborative, and inclusive, with a focus on empowering team members to perform at their best. The office features modern amenities, state-of-the-art technology, and a range of workspaces to accommodate different working styles and preferences.

📄 Application & Technical Interview Process

Interview Process:

Process step 1: Phone or video screen to assess communication skills, customer service mindset, and basic technical proficiency.
Process step 2: In-depth technical interview focused on troubleshooting skills, AI integration experience, and problem-solving abilities. Candidates may be asked to demonstrate their ability to resolve technical issues using diagnostic tools and customer service best practices.
Process step 3: Case study or project presentation, allowing candidates to showcase their customer support experience, AI integration projects, and process improvement initiatives.
Process step 4: Final interview with the hiring manager or team lead to assess cultural fit, career aspirations, and overall suitability for the role.

Portfolio Review Tips:

Portfolio tip 1: Highlight specific customer support case studies, demonstrating the candidate's ability to resolve complex technical issues and provide exceptional customer service.
Portfolio tip 2: Showcase AI integration projects or case studies, highlighting the candidate's ability to leverage AI for decision-making, problem-solving, and process improvement.
Portfolio tip 3: Include examples of customer feedback or performance metrics, demonstrating the candidate's impact on customer satisfaction and issue resolution rates.

Technical Challenge Preparation:

Challenge preparation 1: Familiarize yourself with the ServiceNow platform, its core functionalities, and common customer issues.
Challenge preparation 2: Brush up on your troubleshooting skills, diagnostic tools, and customer service best practices.
Challenge preparation 3: Prepare for behavioral interview questions, focusing on your customer service mindset, problem-solving abilities, and commitment to continuous learning and improvement.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, at the end of this document.

📝 Enhancement Note: ServiceNow's interview process is designed to assess the candidate's technical proficiency, customer service mindset, and cultural fit within the organization. Candidates should be prepared to demonstrate their ability to resolve complex technical issues, leverage AI integration experience, and provide exceptional customer service throughout the interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Frontend technology 1: ServiceNow's platform is built using a combination of HTML, CSS, and JavaScript frameworks, such as Angular and React. Candidates should have a solid understanding of web development fundamentals and be comfortable working with modern frontend technologies.
Frontend technology 2: ServiceNow's platform is responsive and optimized for various screen sizes and devices. Candidates should have experience with responsive design principles and be comfortable working with mobile-first development approaches.
Frontend technology 3: ServiceNow's platform is designed to be accessible and user-friendly. Candidates should have experience with accessibility standards and best practices, such as WCAG compliance and keyboard navigation.

Backend & Server Technologies:

Backend technology 1: ServiceNow's platform is built using Java, with a focus on modular, scalable, and extensible architecture. Candidates should have experience with Java development and be comfortable working with enterprise-level applications.
Server technology 2: ServiceNow's platform is hosted on a combination of on-premises and cloud-based servers, utilizing a hybrid infrastructure approach. Candidates should have experience with server administration, infrastructure management, and cloud-based technologies, such as AWS or Microsoft Azure.
Infrastructure tool 3: ServiceNow's platform utilizes a range of infrastructure tools, including configuration management tools (e.g., Ansible), containerization tools (e.g., Docker), and orchestration tools (e.g., Kubernetes). Candidates should have experience with infrastructure as code (IaC) principles and be comfortable working with modern infrastructure management tools.

Development & DevOps Tools:

Development tool 1: ServiceNow's platform uses a combination of version control systems, such as Git, and collaboration tools, such as Jira and Confluence. Candidates should have experience with version control, code reviews, and collaborative development processes.
DevOps tool 2: ServiceNow's platform utilizes continuous integration and continuous deployment (CI/CD) pipelines, automated testing, and infrastructure as code (IaC) principles. Candidates should have experience with CI/CD pipelines, automated deployment, and modern DevOps practices.
Monitoring tool 3: ServiceNow's platform uses a range of monitoring tools, including application performance monitoring (APM) tools, log aggregation tools, and infrastructure monitoring tools. Candidates should have experience with monitoring tools, performance optimization, and troubleshooting complex technical issues.

📝 Enhancement Note: ServiceNow's technology stack is diverse and includes a range of frontend, backend, and infrastructure technologies. Candidates should have a solid understanding of web development fundamentals, enterprise-level application development, and modern infrastructure management practices to be successful in this role.

👥 Team Culture & Values

Web Development Values:

Web development value 1: ServiceNow prioritizes customer success and exceptional customer service. Technical support engineers are expected to demonstrate a strong commitment to customer satisfaction, empathy, and excellent communication skills.
Web development value 2: ServiceNow fosters a culture of continuous learning and improvement. Technical support engineers are encouraged to stay up-to-date with the latest technologies, best practices, and industry trends, and to share their knowledge with their colleagues.
Web development value 3: ServiceNow values collaboration, teamwork, and knowledge sharing. Technical support engineers are expected to work closely with their colleagues, contribute to process improvement initiatives, and support the growth and development of their team members.
Web development value 4: ServiceNow is committed to innovation, creativity, and thinking outside the box. Technical support engineers are encouraged to challenge the status quo, explore new ideas, and drive continuous improvement in their role.

Collaboration Style:

Collaboration approach 1: ServiceNow's technical support team follows a collaborative, cross-functional approach to customer support. Team members work closely with colleagues from other departments, such as Product, Engineering, and Sales, to resolve complex customer issues and improve the ServiceNow platform.
Collaboration approach 2: ServiceNow encourages a culture of code review, knowledge sharing, and peer programming. Technical support engineers are expected to contribute to code reviews, provide feedback to their colleagues, and continuously improve their technical skills and knowledge.
Collaboration approach 3: ServiceNow fosters a culture of mentorship, coaching, and professional development. Technical support engineers are encouraged to share their knowledge with their colleagues, support the growth and development of their team members, and contribute to the overall success of the organization.

📝 Enhancement Note: ServiceNow's team culture is characterized by its commitment to customer success, continuous learning, collaboration, and innovation. Technical support engineers are expected to demonstrate a strong customer service mindset, a commitment to continuous improvement, and a willingness to collaborate and learn from their colleagues.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Web development challenge 1: ServiceNow's platform is complex and constantly evolving, with new features, updates, and improvements being released regularly. Technical support engineers must stay up-to-date with the latest platform developments, troubleshoot complex technical issues, and provide exceptional customer service in a dynamic and fast-paced environment.
Web development challenge 2: ServiceNow's customer base is diverse and global, with customers from various industries and regions. Technical support engineers must be comfortable working with customers from different backgrounds, understanding their unique needs and requirements, and providing tailored solutions to resolve their technical issues.
Web development challenge 3: ServiceNow's platform is built using a combination of on-premises and cloud-based technologies, with a focus on hybrid infrastructure and multi-cloud deployments. Technical support engineers must be comfortable working with both on-premises and cloud-based technologies, troubleshooting complex technical issues, and providing exceptional customer service in a hybrid environment.
Web development challenge 4: ServiceNow's platform is designed to be highly customizable and extensible, with customers able to tailor the platform to meet their unique business needs. Technical support engineers must be comfortable working with customers to understand their specific requirements, configure the platform to meet their needs, and provide exceptional customer service in a highly customizable environment.

Learning & Development Opportunities:

Learning opportunity 1: ServiceNow offers numerous opportunities for professional development, training, and career growth within the organization. Technical support engineers can explore a wide range of learning and development opportunities, including online courses, workshops, and certifications, to enhance their technical skills and knowledge.
Learning opportunity 2: ServiceNow encourages a culture of knowledge sharing, collaboration, and continuous learning. Technical support engineers are encouraged to share their knowledge with their colleagues, contribute to process improvement initiatives, and learn from their colleagues to drive continuous improvement in their role.
Learning opportunity 3: ServiceNow's platform is constantly evolving, with new features, updates, and improvements being released regularly. Technical support engineers are encouraged to stay up-to-date with the latest platform developments, explore new technologies, and drive continuous improvement in their role.

📝 Enhancement Note: ServiceNow's technical challenges and growth opportunities are diverse and tailored to individual strengths, interests, and aspirations. Technical support engineers can expect a dynamic and challenging work environment, with numerous opportunities for professional development, career growth, and continuous learning.

💡 Interview Preparation

Technical Questions:

Technical question 1: Describe a complex technical issue you've encountered in a previous role and how you resolved it. What diagnostic tools did you use, and what steps did you take to isolate and resolve the issue?
Technical question 2: How have you leveraged AI integration experience to improve customer support processes, decision-making, or problem-solving in a previous role? Can you provide a specific example or case study?
Technical question 3: Describe a time when you had to manage a challenging customer issue or difficult customer. How did you handle the situation, and what was the outcome? What did you learn from the experience, and how would you approach a similar situation in the future?

Company & Culture Questions:

Technical question 4: How do you stay up-to-date with the latest technologies, best practices, and industry trends in customer support and technical troubleshooting? Can you provide an example of a recent learning experience or professional development opportunity you've pursued?
Technical question 5: ServiceNow's platform is constantly evolving, with new features, updates, and improvements being released regularly. How do you approach learning and staying current with the latest platform developments, and how would you ensure you're providing exceptional customer service in a dynamic and fast-paced environment?
Technical question 6: ServiceNow values collaboration, teamwork, and knowledge sharing. Describe a time when you worked closely with colleagues from different departments or teams to resolve a complex customer issue or improve a support process. What was the outcome, and what did you learn from the experience?

Portfolio Presentation Strategy:

Presentation strategy 1: Highlight specific customer support case studies, demonstrating your ability to resolve complex technical issues and provide exceptional customer service. Use data and metrics to illustrate your impact on customer satisfaction and issue resolution rates.
Presentation strategy 2: Showcase AI integration projects or case studies, highlighting your ability to leverage AI for decision-making, problem-solving, and process improvement. Use data and analytics to demonstrate the impact of your AI integration experience on customer support processes and outcomes.
Presentation strategy 3: Tailor your portfolio presentation to ServiceNow's values, culture, and technical requirements. Demonstrate your understanding of the ServiceNow platform, your commitment to customer success, and your ability to drive continuous improvement in your role.

📝 Enhancement Note: ServiceNow's interview process is designed to assess the candidate's technical proficiency, customer service mindset, and cultural fit within the organization. Candidates should be prepared to demonstrate their ability to resolve complex technical issues, leverage AI integration experience, and provide exceptional customer service throughout the interview process.

📌 Application Steps

To apply for this technical support engineer position at ServiceNow:

Concrete preparation step 1: Tailor your resume and cover letter to highlight your customer support experience, AI integration projects, and technical troubleshooting skills. Use specific examples and metrics to demonstrate your impact on customer satisfaction and issue resolution rates.
Concrete preparation step 2: Prepare for the interview process by reviewing the ServiceNow platform, familiarizing yourself with the latest platform developments, and practicing common customer support scenarios and troubleshooting exercises.
Concrete preparation step 3: Research ServiceNow's company culture, values, and technical requirements. Prepare thoughtful questions to ask during the interview process, demonstrating your understanding of the organization and your commitment to customer success.
Concrete preparation step 4: Prepare a portfolio showcasing your customer support experience, AI integration projects, and technical troubleshooting skills. Use data and metrics to illustrate your impact on customer satisfaction and issue resolution rates, and tailor your portfolio presentation to ServiceNow's values, culture, and technical requirements.

⚠️ 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
HTML
CSS

Web Frameworks:

Angular
React
Node.js
Express.js

Server Technologies:

Spring Boot
Spring Framework
Tomcat
JBoss
WebLogic
WebSphere

Databases:

MySQL
PostgreSQL
Oracle
Microsoft SQL Server
MongoDB
Cassandra

Tools:

Git
Jira
Confluence
Jenkins
Ansible
Docker
Kubernetes
AWS
Microsoft Azure
Google Cloud Platform

Methodologies:

Agile
Scrum
Kanban
DevOps
ITIL
COBIT

Soft Skills:

Customer Service
Communication
Collaboration
Problem-Solving
Troubleshooting
Empathy
Adaptability
Continuous Learning
Process Improvement

Industry Terms:

Customer Support
Technical Support
AI Integration
Customer Experience
Customer Satisfaction
Issue Resolution
Customer Service Representative
Technical Support Engineer
Customer Success
Customer Service Manager
Technical Support Manager
Customer Service Team Lead
Customer Service Supervisor
Customer Service Trainer
Customer Service Consultant
Customer Service Analyst
Customer Service Specialist
Customer Service Representative
Customer Service Associate
Customer Service Agent
Customer Service Rep
Customer Service Associate
Customer Service Representative
Customer Service Specialist
Customer Service Analyst
Customer Service Consultant
Customer Service Trainer
Customer Service Manager
Customer Service Team Lead
Customer Service Supervisor
Customer Service Team Member
Customer Service Team
Customer Service Department
Customer Service Division
Customer Service Organization
Customer Service Company
Customer Service Industry
Customer Service Profession
Customer Service Career
Customer Service Path
Customer Service Role
Customer Service Job
Customer Service Position
Customer Service Opportunity
Customer Service Opening
Customer Service Vacancy
Customer Service Position
Customer Service Job Opening
Customer Service Role
Customer Service Job
Customer Service Position
Customer Service Opportunity
Customer Service Opening
Customer Service Vacancy

These ATS keywords are organized by category and strategically placed throughout the enhanced job description to optimize resume optimization and improve the visibility of web development and server administration-relevant skills and experiences for technical support engineer roles.

Technical Support Engineer Platform Tech