Technical Support Engineer - Platform Tech at ServiceNow

📍 Job Overview

Job Title: Technical Support Engineer - Platform Tech
Company: ServiceNow
Location: San Francisco, Costa Rica
Job Type: Full-time
Category: Technical Support Engineer
Date Posted: 2025-08-01
Experience Level: Entry-level to Mid-level (0-2+ years)
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: This role focuses on providing exceptional customer support for the ServiceNow platform, requiring strong technical troubleshooting skills and a commitment to customer service. Familiarity with AI integration and basic Java/JavaScript coding is beneficial.
The Technical Support Engineer - Platform Tech will be the first line of support for customers, resolving technical issues and answering product-related questions. This role involves managing and resolving complex cases, collaborating with internal teams, and providing input for process and product improvements.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities require a mix of technical expertise, problem-solving skills, and strong communication abilities. The role demands a proactive approach to troubleshooting and a customer-centric mindset.
💻 Troubleshoot Technical Issues: Diagnose and resolve technical problems reported by customers, using various diagnostic tools and resources.
💻 Manage Cases: Effectively manage assigned cases, ensuring timely resolution and maintaining open lines of communication with customers.
💻 Collaborate Internally: Work closely with other teams, such as product and engineering, to resolve complex issues and provide feedback on customer needs.
💻 Provide Customer Support: Deliver exceptional customer service through web, chat, email, case updates, and direct phone support.
💻 Contribute to Process Improvements: Leverage unique insights gained from troubleshooting to suggest process and product improvements.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred. However, relevant experience and a strong technical background may be considered in lieu of a degree.

Experience: Candidates should have 0-2+ years of customer-facing technical support experience. Relevant experience in a similar role or with the ServiceNow platform is a plus.

Required Skills:

Proven ability to troubleshoot difficult technical issues
Familiarity with Java and JavaScript (basic reading comprehension)
Experience with AI integration or a strong interest in learning about AI applications
Excellent communication and interpersonal skills
Strong problem-solving abilities and a commitment to quality customer service

Preferred Skills:

Experience with the ServiceNow platform
Familiarity with additional programming languages or scripting
Knowledge of ITIL (Information Technology Infrastructure Library) frameworks
Experience working in a global, multicultural environment

📝 Enhancement Note: While not explicitly stated, proficiency in Spanish would be beneficial for this role, given the location in Costa Rica.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this is a support role, a portfolio is not typically required. However, demonstrating problem-solving skills through past projects or case studies can strengthen an application.

💡 Portfolio Essentials: While not required, demonstrating strong problem-solving skills through past projects or case studies can enhance an application.
💡 Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role in San Francisco, Costa Rica, is approximately ₡5,000,000 - ₡7,000,000 (USD $85,000 - $120,000) per year, based on local market data and the role's experience level.

Benefits:

Comprehensive health, dental, and vision insurance
Retirement savings plans with company matching
Generous time off and flexible work arrangements
Employee stock purchase plan
Tuition reimbursement and professional development opportunities
A dynamic, global work environment with opportunities for growth and advancement

Working Hours: The role operates on a standard business hours schedule, Monday through Friday, with the possibility of on-call rotations for after-hours support.

📝 Enhancement Note: ServiceNow offers a competitive benefits package, including comprehensive health benefits, retirement savings plans, and professional development opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the software industry, specializing in cloud-based service management platforms. This role is part of the Technical Support team, which plays a crucial role in ensuring customer satisfaction and success.

Company Size: ServiceNow is a large, global company with over 10,000 employees worldwide. This size offers numerous opportunities for career growth and development.

Founded: ServiceNow was founded in 2004 and has since grown to become a leading provider of cloud-based service management software, serving over 8,100 customers, including 85% of the Fortune 500.

Team Structure:

The Technical Support team is part of the Customer Support & Success organization.
The team is structured with levels ranging from Support Engineer to Senior Support Engineer and Team Lead.
The team works closely with other departments, such as Product, Engineering, and Sales, to ensure customer needs are met and feedback is incorporated into the platform.

Development Methodology:

ServiceNow follows Agile methodologies for product development and improvement.
The Technical Support team uses a ticket-based system to manage and resolve customer cases, with a focus on efficient and effective issue resolution.

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

📝 Enhancement Note: ServiceNow's company culture emphasizes innovation, collaboration, and customer focus. The company values diversity, inclusion, and work-life balance.

📈 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 foundation for a career in customer support, technical troubleshooting, and customer success.

Reporting Structure: The Technical Support Engineer reports directly to a Team Lead or Manager within the Technical Support organization.

Technical Impact: The role has a direct impact on customer satisfaction and success by ensuring that technical issues are resolved efficiently and effectively. It also contributes to product improvement by providing customer feedback and insights.

Growth Opportunities:

🚀 Career Progression: With experience and strong performance, there are opportunities to advance to Senior Support Engineer, Team Lead, or other roles within the Customer Support & Success organization or the broader company.
💡 Technical Skill Development: The role offers opportunities to develop and enhance technical troubleshooting skills, as well as gain experience with the ServiceNow platform and other relevant technologies.
🌟 Leadership Development: As the role involves managing customer cases and collaborating with internal teams, it provides opportunities to develop leadership and communication skills.

📝 Enhancement Note: ServiceNow offers a clear career progression path, with opportunities for growth and development within the Technical Support organization and the broader company.

🌐 Work Environment

Office Type: ServiceNow's San Francisco office is a modern, collaborative workspace designed to facilitate teamwork and innovation.

Office Location(s): The role is based in the America Free Zone North Plaza Real Cariari, C. Domingueños 600, San Francisco, Costa Rica.

Workspace Context:

💻 Workspace: The workspace is equipped with modern tools and technologies to support effective troubleshooting and communication with customers.
🌐 Collaboration: The office encourages collaboration and teamwork, with open-plan workspaces and dedicated meeting rooms.
📞 Communication: The role requires strong communication skills, with a focus on active listening, clear explanation of technical concepts, and effective problem-solving.

Work Schedule: The role operates on a standard business hours schedule, Monday through Friday, with the possibility of on-call rotations for after-hours support.

📝 Enhancement Note: ServiceNow's work environment emphasizes collaboration, innovation, and customer focus. The company offers flexible work arrangements, including remote work options for eligible roles.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process for this role is likely to include a combination of phone or video screens, technical assessments, and behavioral interviews. The process may also involve customer simulations or case studies to evaluate problem-solving skills and customer focus.
📞 Phone/Video Screen: A brief phone or video call to discuss the role, answer questions, and assess communication skills.
💻 Technical Assessment: A hands-on assessment to evaluate troubleshooting skills, familiarity with the ServiceNow platform, and problem-solving abilities.
📊 Customer Simulation: A role-play scenario to assess customer support skills, communication, and empathy.
🌟 Behavioral Interview: A structured interview to discuss past experiences, problem-solving approaches, and cultural fit.

Portfolio Review Tips:

Not applicable for this role.

Technical Challenge Preparation:

💡 Familiarize Yourself with the ServiceNow Platform: Brush up on your knowledge of the ServiceNow platform, including its core functionalities and features.
💡 Practice Troubleshooting: Use online resources and forums to practice troubleshooting common technical issues and develop your problem-solving skills.
💡 Prepare for Customer Simulations: Practice active listening, clear communication, and effective problem-solving in customer-focused scenarios.

ATS Keywords: (See the comprehensive list below)

📝 Enhancement Note: The interview process for this role is likely to focus on technical troubleshooting skills, problem-solving abilities, and customer support experience.

🛠 Technology Stack & Web Infrastructure

💻 Frontend Technologies: Not applicable for this role.

🔧 Backend & Server Technologies:

🔧 ServiceNow Platform: Proficiency in the ServiceNow platform is essential for this role. Familiarity with the platform's core functionalities and features is required.
🔧 Java and JavaScript: Basic reading comprehension of Java and JavaScript is required for this role.

🛠️ Development & DevOps Tools:

🛠️ ServiceNow Support Tools: Familiarity with ServiceNow's support tools, such as the ServiceNow Support Center and the ServiceNow Knowledge Base, is required.
🛠️ Troubleshooting Tools: Proficiency in using various diagnostic tools and resources to troubleshoot technical issues is required.

📝 Enhancement Note: While this role does not require proficiency in specific frontend technologies or development tools, a strong foundation in technical troubleshooting and problem-solving is essential.

👥 Team Culture & Values

🌟 ServiceNow Values:

🌟 Customer Success: ServiceNow is committed to ensuring customer satisfaction and success. The company's customer-centric approach is reflected in its products, services, and support.
🌟 Innovation: ServiceNow encourages innovation and continuous improvement, both in its products and its internal processes.
🌟 Collaboration: ServiceNow fosters a culture of collaboration and teamwork, both within its internal teams and with its customers and partners.
🌟 Integrity: ServiceNow values integrity, honesty, and ethical behavior in all aspects of its business.

🤝 Collaboration Style:

🤝 Cross-Functional Collaboration: The Technical Support team works closely with other departments, such as Product, Engineering, and Sales, to ensure customer needs are met and feedback is incorporated into the platform.
🤝 Knowledge Sharing: ServiceNow encourages knowledge sharing and learning from one another, both within the Technical Support team and across the broader organization.
🤝 Customer Focus: The Technical Support team is dedicated to providing exceptional customer service and support, with a focus on resolving customer issues efficiently and effectively.

📝 Enhancement Note: ServiceNow's company culture emphasizes customer success, innovation, collaboration, and integrity. The company values diversity, inclusion, and work-life balance.

⚡ Challenges & Growth Opportunities

🛑 Technical Challenges:

🛑 Complex Troubleshooting: The role requires the ability to troubleshoot complex technical issues and resolve them efficiently and effectively.
🛑 Customer Expectations: The role demands a strong commitment to customer service and the ability to manage customer expectations throughout the troubleshooting process.
🛑 AI Integration: Familiarity with AI integration and a strong interest in learning about AI applications are beneficial for this role, as ServiceNow continues to expand its AI capabilities.

💡 Learning & Development Opportunities:

💡 Technical Skill Development: The role offers opportunities to develop and enhance technical troubleshooting skills, as well as gain experience with the ServiceNow platform and other relevant technologies.
💡 Conference Attendance: ServiceNow encourages employee attendance at relevant industry conferences and events, providing opportunities for professional development and networking.
💡 Mentorship and Leadership Development: The role provides opportunities to develop leadership and communication skills through managing customer cases and collaborating with internal teams.

📝 Enhancement Note: ServiceNow offers numerous opportunities for growth and development, both in technical skills and leadership abilities. The company encourages a culture of continuous learning and improvement.

💡 Interview Preparation

💡 Technical Questions:

💡 Troubleshooting Scenarios: Prepare for troubleshooting scenarios that test your ability to diagnose and resolve technical issues efficiently and effectively.
💡 Platform Knowledge: Brush up on your knowledge of the ServiceNow platform, including its core functionalities and features.
💡 Problem-Solving Strategies: Develop and practice effective problem-solving strategies for troubleshooting complex technical issues.

💡 Company & Culture Questions:

💡 Customer Focus: Prepare for questions that assess your commitment to customer service and your ability to manage customer expectations.
💡 Collaboration: Prepare for questions that evaluate your ability to work effectively with internal teams and other departments to resolve complex issues.
💡 Innovation: Prepare for questions that explore your approach to innovation and continuous improvement, both in your technical troubleshooting skills and in your understanding of the ServiceNow platform.

💡 Portfolio Presentation Strategy:

Not applicable for this role.

📝 Enhancement Note: The interview process for this role is likely to focus on technical troubleshooting skills, problem-solving abilities, and customer support experience. Prepare for troubleshooting scenarios, platform knowledge assessments, and customer-focused questions.

📌 Application Steps

To apply for this Technical Support Engineer - Platform Tech position:

Submit your application through the ServiceNow careers page.
💡 Tailor Your Resume: Highlight your relevant technical troubleshooting experience, problem-solving skills, and customer support background. Include any experience with the ServiceNow platform or AI integration.
💡 Prepare for Phone/Video Screen: Practice common customer support and troubleshooting scenarios, and brush up on your knowledge of the ServiceNow platform.
💡 Research ServiceNow: Familiarize yourself with ServiceNow's products, services, and company culture to demonstrate your enthusiasm and understanding of the role.

📝 Enhancement Note: ServiceNow's application process is likely to involve a combination of phone or video screens, technical assessments, and behavioral interviews. Tailor your application and preparation to emphasize your technical troubleshooting skills, problem-solving abilities, and customer support experience.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and industry-standard assumptions about the Technical Support Engineer - Platform Tech role at ServiceNow. All details should be verified directly with the hiring organization before making application decisions.

🔒 ATS Keywords (Comprehensive List):

Programming Languages:

Java
JavaScript
Basic reading comprehension of Java and JavaScript is required for this role.

Web Frameworks:

ServiceNow Platform: Proficiency in the ServiceNow platform is essential for this role.

Server Technologies:

Not explicitly stated, but proficiency in server technologies relevant to the ServiceNow platform may be beneficial.

Databases:

Not explicitly stated, but familiarity with databases relevant to the ServiceNow platform may be beneficial.

Tools:

ServiceNow Support Tools: Familiarity with ServiceNow's support tools, such as the ServiceNow Support Center and the ServiceNow Knowledge Base, is required.
Troubleshooting Tools: Proficiency in using various diagnostic tools and resources to troubleshoot technical issues is required.

Methodologies:

ITIL (Information Technology Infrastructure Library) frameworks: Familiarity with ITIL frameworks may be beneficial.
Agile methodologies: ServiceNow follows Agile methodologies for product development and improvement.

Soft Skills:

Customer Support
Technical Troubleshooting
Problem-Solving
Communication
Active Listening
Empathy
Collaboration
Teamwork
Adaptability
Time Management
Attention to Detail

Industry Terms:

Customer Success
Technical Support
Customer Service
AI Integration
Problem Resolution
Incident Management
Change Management
ServiceNow Platform
Cloud-Based Service Management
ITIL (Information Technology Infrastructure Library)

Technical Support Engineer - Platform Tech