Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. With more than 7,700 customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™. Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow. Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.Job DescriptionWhat you get to do in this role: The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience are paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as to the health of ServiceNow. As a Staff Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. This job will be working in our Swarm function providing oversight and support for our Core TSEs. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing any Integration-type issues inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements. OpportunityThose we hire will be trained and mentored in these technologies as appropriate by our senior staff and will work to support a growing base of customers globally. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow. Relocation assistance will be considered. Responsibilities· Mentor new and tenured starters to continuously develop technical, process, and soft skills.· Engage in Interlocks with development teams and communicate the outcome of any interlocks.· Lead scheduled and impromptu war rooms.· Drive engagement across SME teams where there may be overlap in the required skills needed to achieve an outcome for customers.· Review case tasks and either provide a path to relief for engineers or determine the best escalation path.· Facilitate case moves across SME teams based on in-depth technical analysis.· Provide assistance on priority 1 and other critical issues as needed.· Customer Advocate providing support to users/administrators of our platform.· Contribute to the growth of best practices for the delivery of support services.· Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.· Assess, troubleshoot, resolve, and provide root cause analysis for ServiceNow Product issues.· Manage customers' expectations and experience in a way that results in high customer satisfaction.· Maintain technical expertise in assigned areas of product functionality and share this knowledge via mentoring and training sessions with other engineers.· Create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.· Suggest and implement improvements to internal processes and work on technical and non-technical projects.· Communicate with customers and our teams through case, phone, and other digital methods.· Contribute to the growth of best practices for the delivery of support services.· Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.· Maintain impeccable case hygiene and customer-related files and records.· Working 5-day shifts that can be across Monday to Sunday as needed.QualificationsQualifications and technical skills that will lead to your success:In order to be successful in this role, we need someone who has:· LDAP/Active Directory, SSO, or other authentication or user management systems (e.g. Azure AD, Okta. SAML, SiteMinder)· Email Infrastructure (e.g. Exchange, Office 365, Postfix)· Web Services (consuming or providing) (SOAP, REST)· Network Infrastructure· Hands-on experience in any bi-directional, automated integration between two systems· Data Extraction Technologies (e.g. JDBC, ODBC) or ETL integrations· Strong Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)· Relational databases (e.g. MySQL, Oracle).· Linux/Unix OR Microsoft Server Must have experience in working with both of the following technologies:· Components in a web applications stack.· Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows Shell). Capability· Must have proficiency in Portuguese, English, and Spanish is required, encompassing fluent abilities in reading, writing, and speaking· Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease· Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems· Personal commitment to quality and customer service· Ability to multi-task and efficiently manage case backlog· Should be a team player working efficiently in a collaborative environment· Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, of business processes and customer needs in a timely manner. Desired Skills· Ability to coach and mentor new and tenured engineers· Strong Communication skills to articulate technical details with customers, TSEs, other SME teams, and internal leaders in a way that can be clearly understood.· Ability to troubleshoot difficult technical issues with ease and complexity· Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems· Strong personal commitment to quality and customer service· Experience providing SaaS / PaaS support· Experience working with the ServiceNow Platform· A fundamental understanding of the ITIL framework· Experience diagnosing performance-related issues.· Experience using tools like Splunk/Wireshark and understanding common SaaS cloud and on-premise infrastructure components. This position requires a Bachelor’s degree in Computer Science and a minimum of 4 years of related experience, as well as fluency in Portuguese, Spanish, and English. Proof of Portuguese language proficiency is preferred.Additional InformationServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law. At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office. If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance. For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government. Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site. From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.