📍 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 (Remote OK)

🚀 Role Summary

• Customer-Focused Support: Provide exceptional technical support to customers using the ServiceNow platform, addressing their inquiries and troubleshooting issues.
• Technical Problem Solving: Leverage strong technical skills to diagnose and resolve complex issues, employing various diagnostic tools and collaborating with other teams as needed.
• User Experience Advocacy: Act as a user experience advocate, providing insights and recommendations to improve processes and products based on customer interactions.
• AI Integration: Demonstrate experience integrating AI into work processes, decision-making, or problem-solving to enhance support efficiency and effectiveness.

📝 Enhancement Note: This role requires a strong balance of technical proficiency and customer service skills, with a focus on user experience and AI integration to drive continuous improvement in support processes.

💻 Primary Responsibilities

• Customer Interaction: Handle customer inquiries and troubleshoot issues via web, chat, email, case updates, and telephone support, ensuring high customer satisfaction.
• Issue Resolution: Diagnose and resolve technical issues using various tools and resources, escalating complex cases to other teams as needed.
• Process Improvement: Provide input on process and product improvements based on customer interactions and technical issue trends.
• Technical Documentation: Maintain accurate and up-to-date technical documentation to facilitate issue resolution and knowledge sharing.
• Collaboration: Work closely with other teams, such as product and engineering, to address customer feedback and drive improvements in the ServiceNow platform.

📝 Enhancement Note: This role requires strong communication skills, adaptability, and a customer-centric mindset to effectively manage and resolve technical issues while maintaining high customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

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

Required Skills:

• Proficiency in Portuguese, English, and Spanish (reading, writing, and speaking)
• Hands-on experience in one or more scripting languages: JavaScript, HTML, CSS, Python, REACT, Java, MySQL, XML, Angular JS, Ajax
• Strong technical troubleshooting skills
• Ability to read basic Java/JavaScript code
• Personal commitment to quality and customer service

Preferred Skills:

• Experience with ServiceNow platform or similar enterprise software
• Familiarity with AI-powered tools and workflow automation
• Knowledge of Agile methodologies and customer support best practices

📝 Enhancement Note: While not explicitly stated, having experience with ServiceNow or similar enterprise software would be beneficial for this role. Additionally, familiarity with AI-powered tools and workflow automation can help drive process improvements and enhance support efficiency.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-structured portfolio showcasing your technical support experience, highlighting your problem-solving skills and customer service approach.
• Include examples of complex technical issues you've resolved, explaining your diagnostic process and final resolution.
• Demonstrate your ability to collaborate with other teams by including case studies that showcase your input on process and product improvements.

Technical Documentation:

• Prepare a document outlining your approach to technical support, including your diagnostic process, troubleshooting techniques, and customer communication strategies.
• Include examples of how you've used AI integration to improve support processes or resolve issues.

📝 Enhancement Note: As this role focuses on technical support, your portfolio should emphasize your problem-solving skills, customer service approach, and ability to collaborate with other teams to drive improvements in support processes.

💵 Compensation & Benefits

Salary Range: The estimated salary range for this role in Costa Rica is between ₡5,000,000 and ₡7,000,000 per year (approximately $8,500 - $12,000 USD), based on market research and regional adjustments for technical support roles.

Benefits:

• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Generous time-off policies, including vacation, sick leave, and holidays
• Employee stock purchase plan
• Tuition reimbursement and professional development opportunities
• Employee discounts on various products and services

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: The provided salary range is an estimate based on market research for technical support roles in Costa Rica. Actual salary may vary depending on factors such as experience, skills, and company-specific compensation practices.

🎯 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 8,100 customers, including 85% of the Fortune 500. This means you'll have the opportunity to work on high-impact projects and collaborate with diverse teams.

Founded: ServiceNow was founded in 2004, with a mission to transform how work gets done. The company has since grown into a global market leader, driving digital transformation for customers worldwide.

Team Structure:

• The technical support team is part of the broader Customer Success organization, working closely with product, engineering, and sales teams to ensure customer satisfaction and drive platform adoption.
• The team is structured with dedicated support engineers, team leads, and managers, fostering a collaborative and supportive work environment.

Development Methodology:

• ServiceNow follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
• The company emphasizes cross-functional collaboration, with regular stand-ups, sprint planning, and retrospectives to drive innovation and enhance platform functionality.

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

📝 Enhancement Note: ServiceNow's large, global presence and focus on digital workflows and AI-driven operations provide ample opportunities for professional growth and exposure to cutting-edge technologies in the enterprise software space.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is an entry-level to mid-level position within the technical support career path. It offers an excellent opportunity to gain hands-on experience in customer support, technical troubleshooting, and process improvement.

Reporting Structure: The technical support engineer reports directly to a team lead or manager within the Customer Success organization. This role may have limited supervisory responsibilities, with a focus on individual contributor tasks.

Technical Impact: In this role, you'll have a direct impact on customer satisfaction and platform adoption by resolving technical issues and providing valuable feedback on process and product improvements.

Growth Opportunities:

• Career Progression: With experience and strong performance, you may advance to senior support engineer, team lead, or manager roles within the Customer Success organization.
• Technical Skill Development: Enhance your technical skills by working on complex issues, learning new tools, and staying up-to-date with the latest trends in enterprise software and AI-driven operations.
• Emerging Technologies: Explore opportunities to work with emerging technologies, such as AI and machine learning, to drive innovation in support processes and platform functionality.

📝 Enhancement Note: ServiceNow's large, global presence and focus on digital workflows and AI-driven operations provide ample opportunities for professional growth and exposure to cutting-edge technologies in the enterprise software space.

🌐 Work Environment

Office Type: ServiceNow's office in Costa Rica is a modern, collaborative workspace designed to foster innovation and teamwork.

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 communication among team members.
• State-of-the-Art Technology: ServiceNow provides employees with access to the latest tools and technologies to facilitate productivity and innovation.
• Cross-Functional Interaction: The office layout encourages interaction with other teams, such as product, engineering, and sales, fostering a customer-centric culture.

Work Schedule: Full-time, 40 hours per week, with flexible scheduling to accommodate customer support needs. The office operates on Costa Rica Standard Time (CST, UTC-6).

📝 Enhancement Note: ServiceNow's modern, collaborative work environment encourages cross-functional interaction and fosters a customer-centric culture, providing an ideal setting for technical support professionals to thrive.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess your communication skills, technical background, and fit for the role.
2. Technical Assessment: A hands-on exercise to evaluate your troubleshooting skills, problem-solving abilities, and understanding of the ServiceNow platform.
3. Behavioral Interview: A discussion focused on your customer service experience, process improvement initiatives, and ability to work collaboratively in a team environment.
4. Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

• Highlight your problem-solving skills and customer service approach by including examples of complex technical issues you've resolved and the steps you took to diagnose and address them.
• Showcase your ability to collaborate with other teams by including case studies that demonstrate your input on process and product improvements.
• Emphasize your experience with AI integration and how you've used it to enhance support processes or resolve issues.

Technical Challenge Preparation:

• Brush up on your technical troubleshooting skills and familiarize yourself with the ServiceNow platform, paying particular attention to its core functionalities.
• Practice explaining technical concepts clearly and concisely, as effective communication is crucial in a customer-facing role.
• Review your experience with AI-powered tools and workflow automation, being prepared to discuss how you've leveraged AI to improve support processes or resolve issues.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, at the end of this document.

📝 Enhancement Note: ServiceNow's interview process is designed to assess your technical proficiency, problem-solving skills, and customer service approach, with a focus on finding the best fit for both the candidate and the organization.

🛠 Technology Stack & Web Infrastructure

ServiceNow Platform: The core technology stack for this role revolves around the ServiceNow enterprise software platform, which includes the following key components:

• Now Platform: The foundation of ServiceNow's digital workflows, enabling customers to build, scale, and adapt their businesses.
• IT Service Management (ITSM): A suite of applications for managing IT services and support processes, including incident, problem, and change management.
• IT Operations Management (ITOM): A set of tools for managing IT infrastructure and operations, including event management, performance analytics, and discovery.
• Customer Service Management (CSM): A set of applications for managing customer service interactions, including case management, knowledge management, and self-service portals.
• Security Operations (SecOps): A set of tools for managing security incidents, vulnerabilities, and compliance, including threat intelligence, incident response, and risk management.

Additional Technologies: Depending on the specific needs of the role, you may work with additional technologies, such as:

• AI and machine learning tools for automating workflows and enhancing support processes
• Collaboration tools, such as Microsoft Office Suite or Google Workspace, for internal communication and project management
• Customer relationship management (CRM) systems, such as Salesforce or Microsoft Dynamics, for managing customer interactions and sales processes

📝 Enhancement Note: Familiarity with the ServiceNow platform and its core functionalities is essential for this role. Additionally, experience with AI-powered tools and workflow automation can help drive process improvements and enhance support efficiency.

👥 Team Culture & Values

ServiceNow Values:

• Customer Obsessed: Put customers at the center of everything you do, understanding their needs and exceeding their expectations.
• Growth Mindset: Embrace a growth mindset, continuously learning and improving to drive innovation and success.
• One Team: Collaborate and work together, leveraging diverse perspectives and skills to achieve common goals.
• Innovation: Foster a culture of innovation, experimenting with new ideas and approaches to drive business impact.
• Trust: Build trust by being reliable, transparent, and accountable in all interactions.

Collaboration Style:

• Cross-Functional Integration: ServiceNow encourages collaboration across teams, with regular stand-ups, sprint planning, and retrospectives to drive innovation and enhance platform functionality.
• Code Review Culture: The company fosters a code review culture, ensuring high-quality, maintainable, and secure code through peer review and pair programming.
• Knowledge Sharing: ServiceNow promotes knowledge sharing and continuous learning, with regular training opportunities, workshops, and brown bag sessions.

📝 Enhancement Note: ServiceNow's customer-centric culture, focus on innovation, and commitment to collaboration provide an ideal environment for technical support professionals to grow and thrive.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Platform Complexity: The ServiceNow platform is extensive and complex, requiring a strong understanding of its core functionalities and the ability to navigate its various modules and features.
• Customer Expectations: ServiceNow customers have high expectations for technical support, requiring exceptional problem-solving skills, clear communication, and a customer-centric approach.
• AI Integration: Staying up-to-date with the latest AI-powered tools and workflow automation techniques to enhance support processes and resolve issues efficiently.
• Continuous Learning: Keeping pace with the rapid evolution of enterprise software and AI-driven operations, requiring continuous learning and adaptation.

Learning & Development Opportunities:

• Technical Skill Development: Enhance your technical skills by working on complex issues, learning new tools, and staying up-to-date with the latest trends in enterprise software and AI-driven operations.
• Career Progression: With experience and strong performance, explore opportunities to advance to senior support engineer, team lead, or manager roles within the Customer Success organization.
• Emerging Technologies: Explore opportunities to work with emerging technologies, such as AI and machine learning, to drive innovation in support processes and platform functionality.
• Industry Recognition: Contribute to ServiceNow's industry leadership by sharing your expertise and insights at conferences, webinars, and other industry events.

📝 Enhancement Note: ServiceNow's large, global presence and focus on digital workflows and AI-driven operations provide ample opportunities for professional growth and exposure to cutting-edge technologies in the enterprise software space.

💡 Interview Preparation

Technical Questions:

• Platform Proficiency: Demonstrate your understanding of the ServiceNow platform, its core functionalities, and how you've leveraged it to resolve technical issues in previous roles.
• Troubleshooting Skills: Walk through a complex technical issue you've resolved, explaining your diagnostic process, the tools you used, and the final resolution.
• AI Integration: Discuss your experience with AI-powered tools and workflow automation, explaining how you've used AI to enhance support processes or resolve issues.
• Customer Service Approach: Describe your customer service approach, highlighting your ability to build trust, show empathy, and communicate effectively with customers facing technical challenges.

Company & Culture Questions:

• Customer Obsession: Explain how you've put customers at the center of your support approach, understanding their needs and exceeding their expectations in previous roles.
• Innovation: Describe an innovative approach you've taken to resolve a technical issue or improve a support process, demonstrating your commitment to driving continuous improvement.
• Collaboration: Share an example of a successful cross-functional collaboration project, highlighting your ability to work effectively with other teams to drive business impact.

Portfolio Presentation Strategy:

• Storytelling: Use storytelling techniques to bring your portfolio examples to life, highlighting the challenges you faced, the steps you took to resolve them, and the outcomes you achieved.
• Visual Aids: Incorporate visual aids, such as diagrams, screenshots, or videos, to illustrate your technical support approach and demonstrate your problem-solving skills.
• Interactive Demonstration: Prepare an interactive demonstration of your technical support skills, using a live environment or a simulated scenario to showcase your ability to resolve technical issues in real-time.

📝 Enhancement Note: ServiceNow's interview process is designed to assess your technical proficiency, problem-solving skills, and customer service approach, with a focus on finding the best fit for both the candidate and the organization.

📌 Application Steps

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

1. Tailor Your Resume: Highlight your technical support experience, troubleshooting skills, and customer service approach, emphasizing your ability to resolve complex technical issues and drive process improvements.
2. Update Your Portfolio: Include examples of your technical support work, highlighting your problem-solving skills, customer service approach, and experience with AI integration. Ensure your portfolio is up-to-date and showcases your most recent and relevant projects.
3. Prepare for Technical Assessment: Brush up on your technical troubleshooting skills and familiarize yourself with the ServiceNow platform, paying particular attention to its core functionalities. Practice explaining technical concepts clearly and concisely, as effective communication is crucial in a customer-facing role.
4. Research the Company: Learn about ServiceNow's enterprise software solutions, AI-driven operations, and customer-centric culture. Familiarize yourself with the company's industry leadership and commitment to driving digital transformation for customers worldwide.

⚠️ 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.

ATS Keywords:

• Programming Languages: JavaScript, HTML, CSS, Python, REACT, Java, MySQL, XML, Angular JS, Ajax
• Web Frameworks: ServiceNow Now Platform, IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), Security Operations (SecOps)
• Server Technologies: AI and machine learning tools, collaboration tools (Microsoft Office Suite, Google Workspace), customer relationship management (CRM) systems (Salesforce, Microsoft Dynamics)
• Databases: MySQL
• Tools: ServiceNow platform, AI-powered tools, workflow automation tools, customer service management tools, incident management tools, problem management tools, change management tools
• Methodologies: Agile methodologies, customer-centric development, continuous improvement, AI-driven operations
• Soft Skills: Customer service, problem-solving, communication, collaboration, empathy, trust-building, innovation, growth mindset, customer obsession
• Industry Terms: Enterprise software, digital workflows, AI-driven operations, technical support, customer success, process improvement, customer experience, user experience, user-centric design, customer-centric culture, AI integration, emerging technologies, emerging trends, industry leadership, digital transformation

Salary Keywords: Technical support, customer service, customer success, enterprise software, AI-driven operations, Costa Rica, regional adjustments, market research, salary range, compensation, benefits, working hours, work-life balance, professional development, career growth, industry recognition, emerging technologies, emerging trends, industry leadership, digital transformation