Technical Support Engineer - TSM at ServiceNow

📍 Job Overview

Job Title: Technical Support Engineer - TSM
Company: ServiceNow
Location: San Francisco, 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 involves providing technical support to customers using the ServiceNow platform, requiring a strong understanding of the platform's core functionalities and excellent communication skills.
The Technical Support Engineer - TSM will serve as the first point of contact for customers, addressing their technical issues and answering queries related to the ServiceNow software and platform.
This role demands a proactive approach to problem-solving, with the ability to manage and resolve challenging issues independently or by coordinating with additional teams for complex cases.
The ideal candidate will have a personal commitment to quality and customer service, with a focus on building trust and showing empathy throughout the support process.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities of this role revolve around customer support, troubleshooting, and issue resolution, with a focus on providing amazing customer support experiences.
Respond to Customer Inquiries: Address customer questions and concerns regarding the ServiceNow software and platform through various channels, such as web, chat, email, case updates, and direct telephone support.
Troubleshoot Technical Issues: Use diagnostic tools to isolate and resolve technical issues, demonstrating strong problem-solving skills and a commitment to quality.
Coordinate with Additional Teams: Collaborate with other teams to resolve complex cases, showcasing a flexible and collaborative nature.
Provide Input for Process and Product Improvements: Contribute to business unit discussions regarding process and product improvements based on insights gained from working on technical issues for customers.

🎓 Skills & Qualifications

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

Experience: Candidates should have 0-2 years of customer-facing technical support experience, with a proven track record of troubleshooting difficult technical issues.

Required Skills:

Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving.
Ability to read basic Java/JavaScript code.
Strong communication and interpersonal skills, with a focus on building trust and showing empathy.
Personal commitment to quality and customer service.
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 fast-paced, dynamic environment.
Ability to work independently and manage multiple cases simultaneously.

📝 Enhancement Note: While not explicitly stated, having experience with IT Service Management (ITSM) tools and processes would be beneficial for this role.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical 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 strengthen an application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. However, based on market research for Technical Support Engineer roles in Costa Rica, the estimated salary range is between ₡750,000 - ₡1,200,000 (approximately $13,000 - $21,000 USD) per year.

Benefits: ServiceNow offers a comprehensive benefits package, including:

Health, dental, and vision insurance
Retirement savings plans
Employee stock purchase plan
Generous time off and leave policies
Professional development opportunities
Employee discounts on various products and services

Working Hours: The standard workweek is 40 hours, with flexible scheduling options available. The role may require working on a rotating shift schedule to provide 24/7 customer support coverage.

📝 Enhancement Note: The estimated salary range is based on market research and may vary depending on factors such as experience, skills, and cost of living. ServiceNow's benefits package is subject to change and may vary by location.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on IT service management, IT operations management, and customer service management. This role will involve working closely with customers to ensure their ServiceNow platforms are running smoothly and meeting their business needs.

Company Size: ServiceNow is a large, global organization with over 10,000 employees worldwide. This role will be part of the Technical Support team, which consists of various teams and departments dedicated to customer support and success.

Founded: ServiceNow was founded in 2004 and has since grown to become a leading provider of cloud-based services and software solutions for digital workflows.

Team Structure: The Technical Support team at ServiceNow is organized into various teams, each specializing in different aspects of the ServiceNow platform. This role will likely be part of a team focused on troubleshooting and issue resolution for customers.

Development Methodology: ServiceNow follows an Agile/Scrum development methodology, with a focus on continuous improvement and customer success. The Technical Support team works closely with other teams, such as Product and Engineering, to ensure customer feedback is incorporated into platform development and enhancements.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's company culture emphasizes innovation, collaboration, and customer focus. The Technical Support team plays a crucial role in ensuring customer success and driving platform adoption.

📈 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 individuals interested in pursuing a career in technical support, customer service, or IT service management.

Reporting Structure: The Technical Support Engineer - TSM will report directly to a Team Lead or Manager within the Technical Support organization. The role may have opportunities for growth and progression into more senior positions, such as Technical Support Manager or Technical Support Engineer II.

Technical Impact: This role has a direct impact on customer satisfaction and platform adoption. By providing exceptional technical support and issue resolution, the Technical Support Engineer - TSM helps ensure customers achieve their business goals and derive maximum value from their ServiceNow platforms.

Growth Opportunities:

Technical Skill Development: This role offers opportunities for candidates to develop and enhance their technical skills, including a deeper understanding of the ServiceNow platform, troubleshooting, and issue resolution.
Career Progression: With experience and strong performance, candidates may have the opportunity to advance to more senior roles within the Technical Support organization or explore other career paths within ServiceNow.
Leadership Development: As the role involves managing and resolving complex cases, candidates will have opportunities to develop their leadership and problem-solving skills.

📝 Enhancement Note: ServiceNow's career growth opportunities are subject to individual performance, available positions, and business needs. Candidates should discuss their career aspirations with their managers and explore available development opportunities.

🌐 Work Environment

Office Type: ServiceNow's San Francisco office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open workspaces, meeting rooms, and breakout areas for employees to relax and recharge.

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

Workspace Context:

Collaborative Work Environment: The office is designed to encourage collaboration and teamwork, with open workspaces and breakout areas for employees to connect and brainstorm.
State-of-the-Art Technology: Employees have access to the latest technology and tools to perform their jobs effectively, including high-speed internet, multiple monitors, and specialized software.
Cross-Functional Interaction: The Technical Support team works closely with other teams, such as Product, Engineering, and Sales, to ensure customer feedback is incorporated into platform development and enhancements.

Work Schedule: The standard workweek is 40 hours, with flexible scheduling options available. The role may require working on a rotating shift schedule to provide 24/7 customer support coverage.

📝 Enhancement Note: ServiceNow's work environment is designed to be collaborative, innovative, and employee-focused. The Technical Support team plays a crucial role in ensuring customer success and driving platform adoption.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess communication skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on technical assessment to evaluate troubleshooting skills, platform knowledge, and issue resolution capabilities. This may include case studies, live scenarios, or coding challenges related to the ServiceNow platform.
Behavioral Interview: A structured interview focused on behavioral questions to assess problem-solving skills, communication, and customer service orientation.
Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the team.

Portfolio Review Tips:

📝 Enhancement Note: As this role focuses on technical 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 strengthen an application.

Technical Challenge Preparation:

Familiarize yourself with the ServiceNow platform and its core functionalities.
Brush up on your troubleshooting skills and be prepared to walk through complex issue resolution processes.
Practice explaining technical concepts clearly and concisely, as communication is a crucial aspect of this role.

ATS Keywords:

Technical Support
Customer Service
Problem Solving
Java
JavaScript
AI Integration
Communication
Collaboration
Empathy
Diagnostic Tools
Workflow Automation
Trust Building
Flexibility
Quality Commitment
IT Service Management (ITSM)
Customer Relationship Management (CRM)
ServiceNow Platform

📝 Enhancement Note: Including relevant ATS keywords in your resume and application can help ensure your application is visible to recruiters and hiring managers. Tailor your application to highlight the skills and experiences most relevant to this role.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development, the technology stack and web infrastructure are not explicitly relevant. However, having a basic understanding of the ServiceNow platform and its core functionalities is essential for this role.

👥 Team Culture & Values

Web Development Values:

Customer Focus: ServiceNow places a strong emphasis on customer success and ensuring customers derive maximum value from their platforms. The Technical Support team plays a crucial role in driving customer satisfaction and platform adoption.
Innovation: ServiceNow encourages continuous learning and innovation, with a focus on staying ahead of industry trends and emerging technologies.
Collaboration: ServiceNow fosters a collaborative work environment, with a focus on teamwork and cross-functional collaboration.
Integrity: ServiceNow values honesty, transparency, and ethical behavior in all aspects of its business operations.

Collaboration Style:

Cross-Functional Integration: The Technical Support team works closely with other teams, such as Product, Engineering, and Sales, to ensure customer feedback is incorporated into platform development and enhancements.
Code Review Culture: While not explicitly stated, ServiceNow likely has a code review culture to ensure platform quality and consistency.
Knowledge Sharing: ServiceNow encourages knowledge sharing and continuous learning, with a focus on staying up-to-date with industry trends and best practices.

📝 Enhancement Note: ServiceNow's web development values and collaboration style are focused on customer success, innovation, and continuous learning. The Technical Support team plays a crucial role in driving customer satisfaction and platform adoption.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform Familiarization: The role requires a strong understanding of the ServiceNow platform and its core functionalities. Candidates may face challenges in quickly becoming proficient in the platform and its various features.
Complex Issue Resolution: The role involves managing and resolving complex technical issues, which can be challenging and time-consuming. Candidates must be prepared to work diligently and creatively to resolve difficult cases.
Customer Expectations: Customers may have high expectations for issue resolution and platform performance. Candidates must be prepared to manage customer expectations and provide exceptional support throughout the issue resolution process.

Learning & Development Opportunities:

Technical Skill Development: This role offers opportunities for candidates to develop and enhance their technical skills, including a deeper understanding of the ServiceNow platform, troubleshooting, and issue resolution.
Career Progression: With experience and strong performance, candidates may have the opportunity to advance to more senior roles within the Technical Support organization or explore other career paths within ServiceNow.
Leadership Development: As the role involves managing and resolving complex cases, candidates will have opportunities to develop their leadership and problem-solving skills.

📝 Enhancement Note: ServiceNow's technical challenges and learning opportunities are subject to individual performance, available positions, and business needs. Candidates should discuss their career aspirations with their managers and explore available development opportunities.

💡 Interview Preparation

Technical Questions:

Platform Familiarization: Be prepared to demonstrate your understanding of the ServiceNow platform and its core functionalities. This may include discussing platform features, use cases, or architectural components.
Troubleshooting Scenarios: Practice walking through complex issue resolution processes, demonstrating your ability to diagnose and resolve technical issues efficiently and effectively.
Customer Service Orientation: Prepare to discuss your approach to customer service, including your ability to build trust, show empathy, and communicate effectively with customers.

Company & Culture Questions:

Company Culture: Research ServiceNow's company culture and be prepared to discuss how your values and work style align with the organization's mission and goals.
Team Dynamics: Familiarize yourself with the Technical Support team's structure and dynamics, and be prepared to discuss how you would contribute to the team's success.
Customer Success: Prepare to discuss your approach to customer success and how you would ensure customers derive maximum value from their ServiceNow platforms.

Portfolio Presentation Strategy:

📝 Enhancement Note: As this role focuses on technical 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 strengthen an application.

📝 Enhancement Note: ServiceNow's interview preparation focuses on platform familiarization, troubleshooting skills, and customer service orientation. Candidates should research the company and its culture to ensure a strong fit for the role and the organization.

📌 Application Steps

To apply for this Technical Support Engineer - TSM position at ServiceNow:

Submit Your Application: Visit the ServiceNow careers page and search for the Technical Support Engineer - TSM role in San Francisco, Costa Rica. Follow the application instructions to submit your resume and any relevant documents.
Prepare for Technical Assessment: Familiarize yourself with the ServiceNow platform and its core functionalities. Brush up on your troubleshooting skills and be prepared to walk through complex issue resolution processes.
Research the Company and Role: Learn about ServiceNow's company culture, mission, and values. Understand the role's requirements and how your skills and experiences align with the position.
Practice Interview Skills: Prepare for behavioral interviews by reflecting on your past experiences and developing concise, structured responses to common interview questions. Practice communicating your technical skills and problem-solving abilities clearly and concisely.

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

Technical Support Engineer - TSM