Tri-Lingual LVL 1 Technical Support Engineer (JavaScript, SQL, Python, Neworking)

The Technical 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.

In this role, the Support Engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

Responsibilities:

• Assist customers on critical issues and high-priority cases to provide a best-in-class support experience.
• Communicate with customers and our teams through case, phone, and other digital methods.
• Assess, troubleshoot, resolve, and provide root cause analysis for ServiceNow Product issues.
• Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
• Maintain technical expertise in assigned areas of product functionality and share this knowledge via mentoring and training sessions with other engineers.
• Suggest and implement improvements to internal processes and work on technical and non-technical projects.
• Create proactive scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Write knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Working 5-day shifts that can be across Monday to Sunday as needed.

Qualifications:

• 0-2 years of customer-facing technical support experience.
• Portuguese, English, and Spanish
• Advanced understanding of JavaScript and one (or more) additional scripting languages: JavaScript, Python, Perl, Unix Shell or Windows Shell
• Knowledge in SQL, TCP/IP, Networking.
• Ability to read advanced programming languages
• Advanced Unix/Linux experience