Technical Support Engineer - UX at ServiceNow

📍 Job Overview

Job Title: Technical Support Engineer - UX
Company: ServiceNow
Location: Sarapiquí, Heredia, Costa Rica
Job Type: Full-time
Category: Web Technology - Technical Support
Date Posted: June 17, 2025
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site (Remote OK)

🚀 Role Summary

Serve as the first line of technical support for ServiceNow customers, resolving issues and answering questions about the ServiceNow software and platform.
Leverage strong communication skills and empathy to provide amazing customer support experiences through various channels such as web, chat, email, and phone.
Collaborate with cross-functional teams to troubleshoot complex issues and provide input for process and product improvements.
Demonstrate proficiency in multiple scripting languages and the ability to read Java/JavaScript code.
Fluent in Portuguese, English, and Spanish, with a commitment to quality and customer service.

📝 Enhancement Note: This role requires a unique blend of technical proficiency and exceptional customer service skills. Candidates should be comfortable working with customers to understand and resolve technical issues, while also collaborating with internal teams to improve processes and products.

💻 Primary Responsibilities

Customer Support: Resolve technical cases created by customers, addressing unexpected behaviors or answering technical questions about the ServiceNow software and platform.
Troubleshooting: Diagnose and isolate potential causes of technical issues using various diagnostic tools, and manage complex cases by coordinating assistance from additional teams.
Communication: Provide clear and concise explanations of technical solutions to customers, and maintain open lines of communication with internal teams to resolve complex issues.
Process Improvement: Contribute to process and product improvements by providing input based on customer interactions and technical issue resolution.
Collaboration: Work closely with cross-functional teams, including product, engineering, and other support teams, to troubleshoot complex issues and drive improvements.

📝 Enhancement Note: This role requires a strong problem-solving mindset, as well as the ability to work collaboratively with both customers and internal teams to resolve technical challenges.

🎓 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:

Proficiency in multiple scripting languages (JavaScript, HTML, CSS, Python, REACT, Java, MySQL, XML, Angular JS, Ajax).
Ability to read Java/JavaScript code.
Strong communication skills in Portuguese, English, and Spanish.
Excellent problem-solving skills and commitment to quality customer service.

Preferred Skills:

Experience with AI integration and AI-powered tools.
Familiarity with ServiceNow software and platform.
Knowledge of additional programming languages or web development frameworks.

📝 Enhancement Note: While not explicitly required, experience with AI integration and familiarity with the ServiceNow platform would be beneficial for success in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Include examples of previous technical support or customer service projects, highlighting problem-solving skills and customer interaction.
Demonstrate proficiency in scripting languages by showcasing personal projects or code snippets.
Provide examples of successful collaboration with cross-functional teams to resolve technical challenges.

Technical Documentation:

Document troubleshooting processes and steps taken to resolve technical issues in previous roles.
Include any relevant customer feedback or success stories that demonstrate the impact of your support efforts.
Highlight any process improvements or product suggestions made based on customer interactions.

📝 Enhancement Note: As this role focuses on technical support rather than web development, a traditional web portfolio may not be required. However, candidates should be prepared to discuss their problem-solving approach and provide examples of successful customer interactions.

💵 Compensation & Benefits

Salary Range: The average salary for a Technical Support Engineer in Costa Rica is around ₡1,500,000 - ₡2,500,000 per year (approximately $25,000 - $40,000 USD). However, this can vary depending on experience and specific company policies.

Benefits:

Comprehensive health, dental, and vision insurance.
Retirement savings plan with company match.
Employee stock purchase plan.
Generous time off and flexible work arrangements.
Tuition reimbursement and professional development opportunities.

Working Hours: Full-time position with standard business hours (Monday-Friday, 8:00 AM - 5:00 PM, with a one-hour lunch break). Occasional overtime may be required to handle customer support issues during peak hours or to resolve complex cases.

📝 Enhancement Note: While the provided salary range is based on regional market standards, the specific salary offered 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, focusing on digital workflows and AI-driven automation. This role will play a crucial part in ensuring customer satisfaction and driving product improvements within this dynamic and growing sector.

Company Size: ServiceNow is a large, global organization with over 10,000 employees worldwide. This size offers opportunities for career growth and exposure to diverse teams and projects.

Founded: ServiceNow was founded in 2004 and has since grown to become a market leader in enterprise software, with a strong focus on innovation and customer success.

Team Structure:

The technical support team is part of the Customer Support organization, which is responsible for ensuring customer satisfaction and driving product improvements.
The team consists of support engineers with varying levels of experience, working collaboratively to resolve customer issues and contribute to process improvements.
The team works closely with cross-functional teams, including product, engineering, and sales, to address customer needs and drive product enhancements.

Development Methodology:

ServiceNow follows an Agile development methodology, with a focus on iterative improvement and customer feedback.
The technical support team works closely with product and engineering teams to gather customer feedback, identify trends, and drive process improvements.
The team uses a ticketing system to manage customer cases, track progress, and ensure timely resolution.

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

📝 Enhancement Note: ServiceNow's focus on AI-driven automation and digital workflows presents an exciting opportunity for candidates interested in working at the intersection of technology and customer support.

📈 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 process improvement within the enterprise software industry.

Reporting Structure: The technical support engineer reports directly to the technical support manager and works closely with cross-functional teams, including product, engineering, and other support teams.

Technical Impact: In this role, the technical support engineer will have a direct impact on customer satisfaction and product improvement. By resolving customer issues and providing valuable feedback, the engineer will contribute to the continuous improvement of the ServiceNow platform.

Growth Opportunities:

Technical Growth: Develop expertise in the ServiceNow platform and gain experience in troubleshooting complex technical issues, leading to potential advancement to senior support engineer or specialist roles.
Leadership Growth: Demonstrate strong leadership skills and a track record of driving process improvements, which could lead to opportunities in team leadership or management roles.
Product Growth: Showcase a deep understanding of the ServiceNow platform and customer needs, which could open up opportunities in product management or development roles.

📝 Enhancement Note: This role offers a unique opportunity for candidates to gain experience in both technical support and customer service, while also learning about the enterprise software industry and the ServiceNow platform.

🌐 Work Environment

Office Type: The ServiceNow office in Costa Rica is a modern, collaborative workspace designed to foster innovation and teamwork. The technical support team works in an open-plan office environment, with ample opportunities for collaboration and knowledge sharing.

Office Location(s): The Costa Rica office is located in the America Free Zone in Heredia, offering easy access to public transportation and nearby amenities.

Workspace Context:

The technical support team shares a collaborative workspace, with each engineer having access to multiple monitors and testing devices to facilitate troubleshooting and issue resolution.
The office features a well-equipped break room, on-site cafeteria, and outdoor relaxation areas to promote work-life balance.
The workspace is designed to accommodate flexible work arrangements, with dedicated spaces for quiet work and team collaboration.

Work Schedule: Full-time position with standard business hours (Monday-Friday, 8:00 AM - 5:00 PM, with a one-hour lunch break). Occasional overtime may be required to handle customer support issues during peak hours or to resolve complex cases.

📝 Enhancement Note: ServiceNow's commitment to a flexible and collaborative work environment provides an ideal setting for candidates seeking to grow both technically and professionally.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, language proficiency, and technical aptitude.
Technical Assessment: A hands-on exercise to evaluate problem-solving skills, troubleshooting ability, and familiarity with scripting languages.
Behavioral Interview: A discussion to assess customer service skills, teamwork, and adaptability.
Final Interview: A meeting with the hiring manager to discuss the role, company culture, and next steps.

Portfolio Review Tips:

Highlight examples of successful customer interactions and troubleshooting efforts.
Include any relevant customer feedback or success stories that demonstrate the impact of your support efforts.
Showcase proficiency in scripting languages by including code snippets or personal projects that demonstrate your technical skills.

Technical Challenge Preparation:

Brush up on your scripting language skills, focusing on JavaScript, HTML, CSS, and any other relevant languages.
Familiarize yourself with the ServiceNow platform and explore its core functionalities.
Prepare for troubleshooting scenarios by practicing problem-solving techniques and honing your diagnostic skills.

ATS Keywords: (See the comprehensive list below)

📝 Enhancement Note: ServiceNow's interview process is designed to assess both technical skills and customer service abilities, making it essential for candidates to demonstrate strong communication and problem-solving skills throughout the application process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

HTML, CSS, and JavaScript (required)
REACT, Angular JS (preferred)

Backend & Server Technologies:

Java (required)
MySQL (required)
XML (required)

Development & DevOps Tools:

ServiceNow platform (required)
Ticketing system (e.g., JIRA Service Desk, Zendesk) (preferred)

📝 Enhancement Note: While familiarity with the ServiceNow platform is beneficial, the core technical requirements for this role revolve around scripting languages and customer support skills.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Put customers first, understanding their needs, and working diligently to resolve their issues.
Collaboration: Work closely with cross-functional teams to troubleshoot complex issues and drive process improvements.
Innovation: Continuously learn and adapt to new technologies and best practices to improve customer support and drive product enhancements.
Quality: Maintain high standards for technical support and customer service, ensuring customer satisfaction and driving continuous improvement.

Collaboration Style:

Cross-functional Integration: Work closely with product, engineering, and other support teams to resolve complex issues and drive process improvements.
Code Review Culture: Collaborate with team members to review troubleshooting steps, share knowledge, and ensure high-quality support.
Knowledge Sharing: Contribute to a culture of learning and growth by sharing technical expertise and best practices with team members.

📝 Enhancement Note: ServiceNow's customer-focused and collaborative culture provides an ideal environment for candidates seeking to grow both technically and professionally.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshoot complex technical issues with customers, requiring strong problem-solving skills and a deep understanding of the ServiceNow platform.
Manage high-volume ticket queues, balancing customer support needs with efficient issue resolution.
Collaborate with cross-functional teams to drive process improvements and product enhancements, requiring strong communication and influencing skills.

Learning & Development Opportunities:

Technical Skill Development: Enhance your proficiency in scripting languages, the ServiceNow platform, and enterprise software best practices.
Customer Service Training: Develop your customer service skills through ongoing training and feedback, leading to certification and professional development opportunities.
Leadership Development: Demonstrate strong leadership skills and a track record of driving process improvements, which could open up opportunities in team leadership or management roles.

📝 Enhancement Note: ServiceNow's commitment to continuous learning and professional development provides an ideal environment for candidates seeking to grow both technically and professionally.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting complex technical issues, demonstrating strong problem-solving skills and a deep understanding of scripting languages.
Customer Service Scenarios: Prepare for behavioral questions that assess your customer service skills, teamwork, and adaptability.
Platform Knowledge: Familiarize yourself with the ServiceNow platform and be ready to discuss its core functionalities and use cases.

Company & Culture Questions:

Company Culture: Research ServiceNow's company culture, values, and mission, and be prepared to discuss how your personal values align with the organization.
Product Knowledge: Demonstrate a solid understanding of the ServiceNow platform and its competitive landscape within the enterprise software industry.
Process Improvement: Prepare to discuss your approach to process improvement, highlighting any relevant experience or initiatives you've driven in previous roles.

Portfolio Presentation Strategy:

Customer Success Stories: Highlight examples of successful customer interactions and troubleshooting efforts, demonstrating your ability to resolve complex technical issues and drive customer satisfaction.
Technical Proficiency: Showcase your proficiency in scripting languages by including code snippets or personal projects that demonstrate your technical skills.
Collaboration: Emphasize your ability to work effectively with cross-functional teams, contributing to process improvements and driving product enhancements.

📝 Enhancement Note: ServiceNow's interview process is designed to assess both technical skills and customer service abilities, making it essential for candidates to demonstrate strong communication and problem-solving skills throughout the application process.

📌 Application Steps

To apply for this technical support engineer - UX position at ServiceNow:

Tailor Your Resume: Highlight your customer service experience, technical support skills, and proficiency in scripting languages. Include any relevant experience with AI integration or the ServiceNow platform.
Prepare Your Portfolio: Showcase examples of successful customer interactions, troubleshooting efforts, and technical projects that demonstrate your skills and expertise.
Research the Company: Familiarize yourself with ServiceNow's company culture, values, and mission. Understand the enterprise software industry and the competitive landscape for the ServiceNow platform.
Practice Interview Questions: Prepare for technical and behavioral interview questions, focusing on your problem-solving skills, customer service abilities, and platform knowledge.

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

ATS Keywords:

Programming Languages:

JavaScript
HTML
CSS
Python
REACT
Java
MySQL
XML
Angular JS
Ajax

Web Frameworks:

ServiceNow
JIRA Service Desk
Zendesk

Server Technologies:

MySQL
XML

Databases:

MySQL

Tools:

Ticketing systems (e.g., JIRA Service Desk, Zendesk)

Methodologies:

Agile
Customer service
Technical support
Troubleshooting
Process improvement

Soft Skills:

Communication
Problem-solving
Teamwork
Collaboration
Customer focus
Adaptability
Innovation
Quality

Industry Terms:

Enterprise software
Digital workflows
AI-driven automation
Customer satisfaction
Technical support
Troubleshooting
Process improvement
Product enhancement

Technical Support Engineer - UX