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: Technical Support Engineer
Date Posted: June 13, 2025
Experience Level: 0-2 years
Remote Status: On-site

🚀 Role Summary

Provide exceptional customer support for ServiceNow's software and platform, focusing on user experience (UX) aspects.
Troubleshoot technical issues, answer customer queries, and resolve problems through various communication channels.
Collaborate with cross-functional teams to manage and resolve complex cases, demonstrating strong problem-solving skills and flexibility.
Contribute to process and product improvements based on insights gained from supporting customers.

📝 Enhancement Note: This role emphasizes UX support, requiring a balance of technical proficiency and customer-centric communication skills to ensure users have the best possible experience with ServiceNow's platform.

💻 Primary Responsibilities

Customer Support: Resolve technical cases created by customers, addressing UX-related issues and answering technical questions via web, chat, email, case updates, and phone support.
Troubleshooting: Utilize diagnostic tools to isolate and resolve technical issues, demonstrating strong problem-solving skills and a commitment to quality.
Collaboration: Work with additional teams to manage and resolve complex cases, fostering a collaborative environment to ensure customer satisfaction.
Process Improvement: Provide input across business units regarding process and product improvements based on insights gained from supporting customers.

📝 Enhancement Note: This role requires a proactive approach to identifying trends and patterns in customer issues to drive continuous improvement in ServiceNow's platform and support processes.

🎓 Skills & Qualifications

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

Experience: 0-2 years of customer-facing technical support experience, with a strong focus on UX and user-centric problem-solving.

Required Skills:

Proficiency in Portuguese, English, and Spanish (fluent reading, writing, and speaking)
Ability to troubleshoot difficult technical issues with ease and complexity
Familiarity with basic Java and JavaScript code
Personal commitment to quality and customer service
Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving

Preferred Skills:

Experience with ServiceNow platform and its core functionalities
Familiarity with diagnostic tools and workflow automation
Strong communication skills and empathy for users

📝 Enhancement Note: While not explicitly stated, a background in user experience design or a strong understanding of UX principles would be highly beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Cases: Document and showcase a variety of customer support cases you've handled, highlighting your problem-solving skills and user-centric approach.
UX-related Issues: Demonstrate your ability to identify and resolve UX-related problems by providing examples from your previous roles or personal projects.
Process Improvement: Include any instances where you've contributed to process or product improvements based on insights gained from supporting customers.

Technical Documentation:

Support Process Documentation: Provide documentation outlining your support process, including tools used, troubleshooting steps, and collaboration methods.
Customer Feedback Analysis: Showcase your ability to analyze customer feedback and identify trends or patterns that could inform platform improvements.

📝 Enhancement Note: As this role focuses on UX support, consider including user journey maps, user personas, and usability testing results in your portfolio to demonstrate your understanding of user experience principles.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Costa Rica is between ₡600,000 and ₡800,000 per month, based on market research and regional adjustments for technical support roles with 0-2 years of experience.

Benefits:

Competitive benefits package, including health insurance and retirement plans
Employee stock purchase plan
Generous time-off policies, including vacation, sick leave, and paid holidays
Employee assistance programs, including mental health resources and financial planning services
Professional development opportunities, such as training, workshops, and conference attendance

Working Hours: Full-time employees are expected to work 40 hours per week, with flexible scheduling to accommodate customer support needs and maintenance windows.

📝 Enhancement Note: The provided salary range is an estimate and should be verified with the hiring organization. ServiceNow offers competitive benefits packages, but the specific benefits may vary depending on the employee's location and role.

🎯 Team & Company Context

🏢 Company Culture

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and providing cloud-based services to various sectors, including IT services management, IT operations management, and IT business management.

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

Founded: ServiceNow was founded in 2004, with a mission to transform how work gets done by making it more simple, more intelligent, and more intuitive.

Team Structure:

The technical support team is organized by product lines, with each team focusing on a specific aspect of the ServiceNow platform.
Team members collaborate closely with cross-functional teams, including product management, engineering, and sales, to ensure customer satisfaction and drive platform improvements.
The team follows an Agile methodology, with regular sprint planning and stand-up meetings to facilitate collaboration and continuous improvement.

Development Methodology:

ServiceNow follows an Agile development methodology, with regular sprint planning and stand-up meetings to facilitate collaboration and continuous improvement.
The company emphasizes user-centric design and customer feedback integration into its development processes.
ServiceNow utilizes a continuous integration and continuous deployment (CI/CD) pipeline to ensure rapid and reliable software delivery.

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

📝 Enhancement Note: ServiceNow's company culture emphasizes innovation, collaboration, and customer focus, with a strong commitment to driving digital transformation for its clients.

📈 Career & Growth Analysis

Technical Support Engineer - UX Career Level: This role is an entry-level to mid-level position within the technical support career path, focusing on UX aspects of the ServiceNow platform. Responsibilities include resolving technical issues, answering customer queries, and contributing to process improvements.

Reporting Structure: This role reports directly to the Technical Support Manager, with a dotted line to the UX team for UX-related initiatives and projects.

Technical Impact: Technical support engineers play a crucial role in ensuring customer satisfaction and driving platform improvements by identifying trends, resolving issues, and providing feedback to the development teams.

Growth Opportunities:

Technical Support Specialist: After gaining experience and demonstrating strong performance, technical support engineers may progress to become technical support specialists, taking on more complex cases and mentoring new team members.
UX Support Team Lead: With a strong understanding of UX principles and a proven track record in customer support, technical support engineers may advance to lead the UX support team, overseeing day-to-day operations and driving strategic initiatives.
Product Management: Technical support engineers with a deep understanding of the ServiceNow platform and a strong customer focus may transition into product management roles, driving platform development and roadmap planning.

📝 Enhancement Note: ServiceNow's career progression paths offer ample opportunities for growth and development within the technical support and UX teams, with clear expectations and milestones for advancement.

🌐 Work Environment

Office Type: ServiceNow's office in Costa Rica is a modern, collaborative workspace designed to foster innovation and teamwork. The office features open-plan workspaces, dedicated meeting rooms, and breakout areas for informal discussions and team-building activities.

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

Workspace Context:

Collaborative Workspace: The office features open-plan workspaces, encouraging collaboration and knowledge sharing among team members.
State-of-the-Art Technology: Employees have access to the latest tools and technologies, including multiple monitors, testing devices, and development environments tailored to their roles.
Cross-Functional Collaboration: The office is designed to facilitate interaction between different teams, with dedicated spaces for cross-functional meetings and workshops.

Work Schedule: Full-time employees are expected to work 40 hours per week, with flexible scheduling to accommodate customer support needs and maintenance windows. The work arrangement for this role is on-site, with the possibility of remote work for specific tasks or projects, depending on the company's work personas policy.

📝 Enhancement Note: ServiceNow's work environment is designed to promote collaboration, innovation, and customer focus, with a strong emphasis on employee well-being and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, language proficiency, and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on UX-related issues, troubleshooting, and problem-solving skills. Candidates will be required to demonstrate their ability to resolve customer support cases and contribute to process improvements.
Behavioral Interview: A structured interview to evaluate the candidate's problem-solving skills, customer focus, and cultural fit. Candidates can expect behavioral questions that focus on their experience handling customer support cases and driving process improvements.
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, as well as any remaining questions or concerns.

Portfolio Review Tips:

Customer Support Cases: Highlight a variety of customer support cases you've handled, demonstrating your ability to identify and resolve UX-related problems.
Process Improvement: Showcase your ability to analyze customer feedback and identify trends or patterns that could inform platform improvements by providing examples from your previous roles or personal projects.
UX Principles: Demonstrate your understanding of UX principles by including user journey maps, user personas, and usability testing results in your portfolio.

Technical Challenge Preparation:

Customer Support Scenarios: Familiarize yourself with common UX-related issues and troubleshooting techniques for the ServiceNow platform.
Problem-Solving Strategies: Brush up on your problem-solving skills and be prepared to walk through your approach to resolving customer support cases, emphasizing your user-centric approach.
Communication Skills: Practice communicating complex technical concepts clearly and concisely, ensuring that your explanations are accessible to non-technical stakeholders.

ATS Keywords: [A comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms]

📝 Enhancement Note: ServiceNow's interview process is designed to assess the candidate's technical proficiency, problem-solving skills, and customer focus, with a strong emphasis on UX-related aspects of the ServiceNow platform.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

HTML/CSS: Proficiency in HTML and CSS is required for this role, as technical support engineers may need to troubleshoot user interface issues and provide guidance on responsive design best practices.
JavaScript: Familiarity with JavaScript is beneficial for understanding and resolving user interface-related issues and interacting with the ServiceNow platform's frontend components.

Backend & Server Technologies:

ServiceNow Platform: A deep understanding of the ServiceNow platform and its core functionalities is essential for this role, as technical support engineers will be responsible for resolving technical issues and answering customer queries related to the platform.
Java: Familiarity with Java is beneficial for understanding the ServiceNow platform's backend architecture and troubleshooting server-side issues.

Development & DevOps Tools:

Diagnostic Tools: Technical support engineers should be comfortable using diagnostic tools to isolate and resolve technical issues, such as log analysis tools, performance monitoring tools, and error tracking tools.
Collaboration Tools: Familiarity with collaboration tools, such as project management software, version control systems, and communication platforms, is essential for working effectively within cross-functional teams and driving process improvements.

📝 Enhancement Note: While not explicitly stated, a strong understanding of the ServiceNow platform and its core functionalities is crucial for success in this role. Familiarity with the platform's backend architecture and frontend components would be highly beneficial.

👥 Team Culture & Values

Web Development Values:

Customer Focus: ServiceNow places a strong emphasis on customer satisfaction and user experience, with a commitment to understanding customer needs and driving platform improvements based on customer feedback.
Innovation: The company encourages continuous learning and innovation, with a strong emphasis on staying up-to-date with industry trends and emerging technologies.
Collaboration: ServiceNow fosters a culture of collaboration and teamwork, with a strong emphasis on knowledge sharing and cross-functional collaboration.
Quality: ServiceNow is committed to delivering high-quality products and services, with a strong focus on quality assurance and continuous improvement.

Collaboration Style:

Cross-Functional Integration: ServiceNow encourages collaboration between different teams, with dedicated spaces for cross-functional meetings and workshops.
Code Review Culture: The company fosters a culture of code review and peer programming, with a strong emphasis on knowledge sharing and continuous learning.
Knowledge Sharing: ServiceNow encourages employees to share their knowledge and expertise with their colleagues, with regular training sessions, workshops, and brown bag lunches.

📝 Enhancement Note: ServiceNow's team culture emphasizes customer focus, innovation, collaboration, and quality, with a strong commitment to driving digital transformation for its clients.

⚡ Challenges & Growth Opportunities

Technical Challenges:

UX-Related Issues: Technical support engineers may face complex UX-related issues that require a deep understanding of the ServiceNow platform and its frontend components, as well as a strong user-centric approach to problem-solving.
Platform Complexity: The ServiceNow platform is a large and complex system, with a wide range of features and functionalities. Technical support engineers must be able to navigate this complexity and identify the root cause of technical issues efficiently.
Customer Expectations: ServiceNow's customers have high expectations for the platform's performance, reliability, and ease of use. Technical support engineers must be able to manage customer expectations and ensure customer satisfaction, even in challenging situations.

Learning & Development Opportunities:

Technical Skill Development: Technical support engineers have the opportunity to develop their technical skills by working on a wide range of customer support cases and contributing to platform improvements.
Emerging Technologies: ServiceNow is at the forefront of digital transformation, with a strong focus on emerging technologies such as AI, machine learning, and automation. Technical support engineers have the opportunity to stay up-to-date with these technologies and contribute to their integration into the ServiceNow platform.
Leadership Development: As technical support engineers gain experience and demonstrate strong performance, they may have the opportunity to take on leadership roles within the team, driving strategic initiatives and mentoring new team members.

📝 Enhancement Note: ServiceNow's technical challenges and growth opportunities are driven by the company's commitment to digital transformation and innovation, with a strong emphasis on staying at the forefront of emerging technologies and driving customer satisfaction.

💡 Interview Preparation

Technical Questions:

UX Principles: Be prepared to discuss your understanding of UX principles and how you've applied them to resolve customer support cases in the past.
Platform Knowledge: Demonstrate your familiarity with the ServiceNow platform and its core functionalities, highlighting your ability to troubleshoot technical issues and answer customer queries related to the platform.
Problem-Solving Strategies: Brush up on your problem-solving skills and be prepared to walk through your approach to resolving customer support cases, emphasizing your user-centric approach.

Company & Culture Questions:

Customer Focus: Be prepared to discuss your approach to customer support and how you ensure customer satisfaction, even in challenging situations.
Collaboration: Demonstrate your ability to work effectively within cross-functional teams and drive process improvements based on customer feedback.
Innovation: Showcase your commitment to continuous learning and innovation, highlighting your ability to stay up-to-date with industry trends and emerging technologies.

Portfolio Presentation Strategy:

Customer Support Cases: Highlight a variety of customer support cases you've handled, demonstrating your ability to identify and resolve UX-related problems.
Process Improvement: Showcase your ability to analyze customer feedback and identify trends or patterns that could inform platform improvements by providing examples from your previous roles or personal projects.
UX Principles: Demonstrate your understanding of UX principles by including user journey maps, user personas, and usability testing results in your portfolio.

📝 Enhancement Note: ServiceNow's interview process is designed to assess the candidate's technical proficiency, problem-solving skills, and customer focus, with a strong emphasis on UX-related aspects of the ServiceNow platform.

📌 Application Steps

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

Submit Your Application: Visit the job posting on the ServiceNow careers website and submit your application through the application link provided.
Tailor Your Resume: Highlight your relevant experience in technical support, customer service, and UX-related roles, emphasizing your problem-solving skills, customer focus, and technical proficiency.
Prepare Your Portfolio: Curate a portfolio showcasing your ability to identify and resolve UX-related problems, with a strong emphasis on user-centric design principles and process improvement initiatives.
Research the Company: Familiarize yourself with ServiceNow's products, services, and company culture, ensuring that you understand the company's commitment to digital transformation and innovation.
Practice Interview Questions: Review the technical and behavioral interview questions outlined in the "Interview Preparation" section, practicing your responses and refining your approach to customer support and problem-solving.

⚠️ 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.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Emphasize UX-related aspects of technical support, with a strong focus on user-centric problem-solving and customer satisfaction.
Highlight the importance of understanding the ServiceNow platform and its core functionalities, as well as the ability to troubleshoot technical issues and answer customer queries related to the platform.
Address the need for strong communication skills, empathy, and cultural fit within the technical support team.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information only.
Only include Enhancement Notes when making significant inferences about the role, the company, or the web technology industry, with clear reasoning based on available information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web development and server administration-related keywords throughout all sections naturally, without compromising readability or clarity.

Industry Expertise:

Include specific details about the ServiceNow platform, its core functionalities, and the role of technical support engineers in maintaining customer satisfaction and driving platform improvements.
Address the need for strong problem-solving skills, customer focus, and a user-centric approach to technical support.
Provide tactical advice for portfolio development, live demonstrations, and project case studies, with a strong emphasis on UX-related issues and process improvement initiatives.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout the enhanced job description.
Use web development and server administration industry terminology appropriately and accurately, with a focus on UX-related aspects of technical support.
Include comprehensive benefits and growth opportunities relevant to technical support engineers, with a strong emphasis on career progression paths and leadership development opportunities.
Provide actionable insights that give web development and server administration candidates a competitive advantage, with a strong focus on UX-related aspects of technical support and customer satisfaction.

Technical Focus & Portfolio Emphasis:

Emphasize UX-related issues and troubleshooting techniques, with a strong focus on user-centric design principles and process improvement initiatives.
Include specific portfolio requirements tailored to the technical support engineer - UX role, with a strong emphasis on customer support cases, process improvement examples, and UX-related project case studies.
Address the need for strong communication skills, empathy, and cultural fit within the technical support team, with a focus on driving customer satisfaction and platform improvements.

Avoid:

Generic business jargon not relevant to UX-related aspects of technical support or the ServiceNow platform.
Placeholder text or incomplete sections, ensuring that each section is substantive and comprehensive.
Repetitive content across different sections, with a focus on unique and actionable information for each section.
Non-technical terminology unrelated to UX-related aspects of technical support or the ServiceNow platform, with a focus on web development and server administration industry keywords.

By following these content guidelines, the enhanced job description will provide comprehensive, web technology-focused content that serves as a valuable resource for web developers, server administrators, and infrastructure professionals seeking their next opportunity in UX-related technical support roles.

Technical Support Engineer - UX