Senior Technical Support Engineer - Automation

What you get to do in this role: 

This position requires a bachelors degree in computer science and 3 to 5 years of related experience as well as fluency in Portuguese Spanish and English.

We are looking for individuals who can successfully diagnose the entire technology stack from the front end to the back end to determine where to start troubleshooting an issue. This is a customerfacing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts holidays) as needed.

Those 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 ServiceNow customers. Successful candidates will enjoy a generous earning potential and the chance to expand their role in the company as we grow.

Qualifications :

Qualifications and technical skills that will lead to your success:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
• Must have bachelors degree in computer science or related field (or equivalent degree and experience)
•  35 years of providing customer facing technical support (Web based products or ecommerce preferred)
•  Candidates lesser experience will be considered for appropriate roles.

In order to be successful in this role we need someone who has:

• Understanding of remote administration via SSH SNMP WMI PowerShell
•  Solid understanding of objectoriented programming skills (Java strongly preferred)
•  Ability to comprehend modify serverside objectoriented JavaScript Unix Shell scripting and Windows scripting
•  Familiarity with AWS Azure VMWare Amazon EC2 including appropriate template types (ARM templates CFT)
•  Understanding of protocols such as HTTP TCP FTP/SFTP SOAP and REST
•  Experience with troubleshooting tools such as Wireshark Traceroute
•  Understanding of SNMP traps and MIBs/OIDs
•  Good understanding of database concepts.
•  A fundamental understanding of ITOM CMDB and ITIL business process
•  Strong troubleshooting/root cause isolation skills
•  Demonstrated creative problemsolving approach and strong analytical skills
•  Must be proficient with analyzing log files and standard debugging concept.
•  Experience providing web development support is highly desirable.
•  Familiarity with tools & practices of the trade such as incident management knowledge base defect & escalation management.
•  Excellent communication skills (verbal and written).

Preferred Skills (Great to have)

•  Proficiency in Portuguese English and Spanish encompassing fluent abilities in reading writing and speaking.
•  Previous experience working with the ServiceNow platform (Asset Management Orchestration Discovery Mid Server BSM Map & Service Mapping)
•  Understanding of JavaScript.
•  Familiarity with Eclipse IDE.
•  Previous experience in software development(or) software consulting.
•  Experience providing SaaS support is desirable.

FD21

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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