📍 Job Overview

• Job Title: Technical Support Engineer - UX
• Company: ServiceNow
• Location: Sarapiquí, Heredia, Costa Rica
• Job Type: Full-time
• Category: Customer Support, Technical Support
• Date Posted: June 17, 2025
• Experience Level: 0-2 years
• Remote Status: On-site (with flexible work personas)

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on customer-facing technical support for the ServiceNow platform, requiring strong communication skills, problem-solving abilities, and familiarity with AI integration.

• The Technical Support Engineer - UX is responsible for resolving technical cases and providing exceptional customer support experiences. They will leverage their understanding of the ServiceNow platform and various diagnostic tools to troubleshoot and manage customer issues.

• This role offers an opportunity to work with cutting-edge technology and collaborate with cross-functional teams to drive process improvements and enhance customer experiences.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities revolve around customer support, issue resolution, and collaborating with internal teams to improve processes and products.

• 🔑 Resolve Technical Cases: Investigate and troubleshoot customer issues related to the ServiceNow platform, ensuring customer satisfaction and maintaining ServiceNow's high standards of support.

• 📞 Manage Customer Communications: Effectively communicate with customers through various channels (web, chat, email, phone) to understand their issues, provide solutions, and maintain open lines of communication.

• 🔄 Collaborate with Internal Teams: Work closely with other teams, such as product and engineering, to gather information, escalate issues, and drive process improvements based on customer feedback.

• 📊 Input on Process and Product Improvements: Leverage unique insights gained from supporting customers to suggest improvements to processes and products, enhancing the overall customer experience.

🎓 Skills & Qualifications

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

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

Required Skills:

• Proficiency in Portuguese, English, and Spanish (fluent reading, writing, and speaking)
• Strong problem-solving skills and ability to troubleshoot complex technical issues
• Experience with or understanding of AI integration in work processes, decision-making, or problem-solving
• Ability to read Java/JavaScript code
• Personal commitment to quality and customer service

Preferred Skills:

• Experience with ServiceNow platform or similar enterprise software
• Familiarity with diagnostic tools and workflow automation
• Knowledge of customer support best practices and metrics

📝 Enhancement Note: While not explicitly stated, experience with or exposure to AI-powered tools, workflow automation, or AI-driven insights 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 would be beneficial.

• 💡 Technical Support Case Studies: Prepare examples of complex technical issues you've resolved, highlighting your problem-solving skills, communication, and collaboration abilities.

• 📊 Process Improvement Projects: Showcase initiatives you've led or contributed to that improved customer support processes or product features.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica is estimated to be between ₡6,000,000 - ₡8,000,000 per year (approximately $10,500 - $14,000 USD), based on market research and cost of living adjustments.

Benefits:

• Competitive benefits package, including health insurance, retirement plans, and employee assistance programs
• Opportunities for professional development, training, and career growth within the organization
• A dynamic and inclusive work environment that values diversity and fosters innovation

Working Hours: Full-time, with standard business hours (Monday-Friday, 8:00 AM - 5:00 PM) and flexibility for occasional overtime or on-call rotations.

📝 Enhancement Note: The salary range is an estimate based on market research and cost of living adjustments for Costa Rica. ServiceNow may offer additional benefits and compensation packages to successful candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and AI-driven operations.

Company Size: ServiceNow is a large, global organization with over 10,000 employees, providing ample opportunities for growth and collaboration.

Founded: ServiceNow was founded in 2004, with a mission to make work better for people.

Team Structure:

• The technical support team is part of the broader Customer Support organization, working closely with other teams such as Product, Engineering, and Customer Success.
• The team is structured with dedicated support engineers, team leads, and managers to ensure efficient issue resolution and team development.

Development Methodology:

• ServiceNow follows Agile methodologies for product development and improvement, with a focus on customer feedback and continuous iteration.
• The technical support team employs a ticket-based system to manage and prioritize customer issues, ensuring efficient resolution and customer satisfaction.

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

📝 Enhancement Note: ServiceNow's culture emphasizes innovation, collaboration, and customer focus, with a strong commitment to diversity, equity, and inclusion.

🌐 Work Environment

Office Type: ServiceNow's Sarapiquí office is a modern, collaborative workspace designed to foster productivity and innovation.

Office Location(s): The primary office is located in the America Free Zone North Plaza Real Cariari, C. Domingueños 600, Sarapiquí, Heredia, Costa Rica.

Workspace Context:

• The workspace is equipped with modern tools and technologies to support efficient issue resolution and collaboration.
• The team works in an open, collaborative environment, with dedicated spaces for focused work and team meetings.
• ServiceNow offers flexible work personas, allowing employees to balance on-site and remote work based on their role and preferences.

Work Schedule: Full-time, with standard business hours (Monday-Friday, 8:00 AM - 5:00 PM) and flexibility for occasional overtime or on-call rotations.

📝 Enhancement Note: ServiceNow's work environment is designed to support employee well-being, productivity, and collaboration, with a focus on creating an inclusive and engaging workspace.

📄 Application & Technical Interview Process

Interview Process:

• 📞 Phone Screen: A brief phone call to assess communication skills, problem-solving abilities, and cultural fit.
• 💻 Technical Assessment: A hands-on assessment to evaluate Java/JavaScript coding skills, diagnostic tool usage, and problem-solving abilities.
• 📊 Case Study Review: A review of prepared case studies demonstrating process improvement initiatives or complex issue resolution.
• 🤝 Final Interview: A final interview with the hiring manager and team members to discuss fit, expectations, and next steps.

Portfolio Review Tips:

• 💡 Highlight Problem-Solving Skills: Focus on case studies that demonstrate your ability to troubleshoot complex technical issues and drive process improvements.
• 📊 Showcase Customer Focus: Emphasize your commitment to customer service and satisfaction, with examples of going above and beyond to resolve customer issues.
• 🌟 Demonstrate Collaboration: Highlight your ability to work effectively with cross-functional teams, gathering information, and driving consensus.

Technical Challenge Preparation:

• 🔄 Brush Up on Java/JavaScript: Revisit your Java and JavaScript skills, focusing on syntax, data structures, and algorithms.
• 📊 Familiarize Yourself with AI Integration: Research and understand how AI can be integrated into work processes, decision-making, and problem-solving.
• 💬 Practice Communication Skills: Prepare for phone and in-person interviews by practicing clear, concise, and empathetic communication.

ATS Keywords:

• Technical Support
• Customer Service
• Problem Solving
• Java
• JavaScript
• AI Integration
• Collaboration
• Diagnostic Tools
• Workflow Automation
• Technical Troubleshooting
• Process Improvement
• Trust Building
• Flexibility

📝 Enhancement Note: Tailor your resume and application materials to highlight relevant skills and experiences, focusing on problem-solving, communication, and customer service.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support rather than web development or infrastructure, a detailed technology stack is not explicitly required. However, familiarity with the ServiceNow platform, Java/JavaScript, and diagnostic tools is essential.

🛠️ Challenges & Growth Opportunities

Technical Challenges:

• 🔄 Resolving Complex Technical Issues: Develop your ability to troubleshoot and manage challenging technical cases, collaborating with internal teams to drive resolution.
• 📊 Improving Customer Support Processes: Identify inefficiencies in customer support processes and drive improvements to enhance customer satisfaction and team productivity.
• 🌟 Staying Current with AI Integration: Keep up-to-date with emerging AI technologies and explore how they can be integrated into work processes, decision-making, and problem-solving.

Learning & Development Opportunities:

• 📚 Professional Development: ServiceNow offers various training and development opportunities to help you grow your skills and advance your career within the organization.
• 🤝 Mentorship Programs: Leverage mentorship programs to learn from experienced team members and gain insights into career growth and development.
• 📊 Process Improvement Projects: Contribute to or lead process improvement initiatives, driving enhancements to customer support processes and products.

📝 Enhancement Note: ServiceNow's culture encourages continuous learning and growth, with ample opportunities for professional development and career advancement.

💡 Interview Preparation

Technical Questions:

• 🔄 Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting complex technical issues, walking through your thought process and steps to resolution.
• 📊 Process Improvement Examples: Prepare examples of process improvements you've driven, highlighting your ability to identify inefficiencies and drive enhancements.
• 💬 Communication Scenarios: Practice communicating technical concepts clearly and concisely, demonstrating your ability to explain complex ideas to both technical and non-technical stakeholders.

Company & Culture Questions:

• 🌟 ServiceNow's Mission: Be prepared to discuss ServiceNow's mission to make work better for people and how you can contribute to this goal in your role.
• 🤝 Collaboration: Describe your experience working with cross-functional teams and how you've driven collaboration and consensus to achieve shared goals.
• 📊 Customer Focus: Explain how you've gone above and beyond to ensure customer satisfaction and resolve customer issues.

Portfolio Presentation Strategy:

• 💡 Highlight Problem-Solving Skills: Focus on case studies that demonstrate your ability to troubleshoot complex technical issues and drive process improvements.
• 📊 Showcase Customer Focus: Emphasize your commitment to customer service and satisfaction, with examples of going above and beyond to resolve customer issues.
• 🌟 Demonstrate Collaboration: Highlight your ability to work effectively with cross-functional teams, gathering information, and driving consensus.

📝 Enhancement Note: Tailor your interview preparation to ServiceNow's mission, values, and culture, focusing on problem-solving, communication, and customer service.

📌 Application Steps

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

1. 📝 Tailor Your Resume: Highlight your problem-solving skills, customer service experience, and relevant technical skills, such as Java/JavaScript and diagnostic tools.
2. 📊 Prepare Case Studies: Develop case studies demonstrating your ability to resolve complex technical issues and drive process improvements.
3. 💬 Practice Communication Skills: Rehearse your responses to common interview questions, focusing on clear, concise, and empathetic communication.
4. 🌟 Research ServiceNow: Familiarize yourself with ServiceNow's mission, values, and culture, and prepare questions to ask during your interviews.
5. 📞 Submit Your Application: Submit your application through the provided link, including your resume, cover letter, and case studies.

📝 Enhancement Note: ServiceNow's application process is designed to assess your problem-solving skills, customer service experience, and cultural fit. Tailor your application materials and interview preparation to highlight these qualities and demonstrate your fit for the role.

📝 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.