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OVERVIEW

We are seeking a skilled and motivated Technical Support Engineer - Integrations to join our team in Costa Rica. In this role, you will provide advanced technical support to our global customers, field engineers, and product support personnel. You will be responsible for diagnosing, troubleshooting, repairing, and debugging computer systems, software, and networked or wireless systems.

You will handle escalations from first-line support when issues cannot be resolved, working to identify root causes, resolve issues, and report any design, reliability, or maintenance problems to engineering teams.

What We’re Looking For:

• Candidates with firsthand experience in as many of the above technical areas as possible to minimize ramp-up time.
• Flexibility to learn on the job, particularly in areas like SSO and email protocols.

RESPONSIBILITIES

• Act as a Customer Advocate, providing high-level support to users and administrators of our platform.
• Troubleshoot and resolve complex technical issues related to our platform, cloud technologies, and integrations.
• Resolve technical cases from customers, helping them understand or troubleshoot unexpected behaviors or technical questions about the ServiceNow software and platform.
• Gain an in-depth understanding of the ServiceNow platform and its core functionality.
• Analyze data to isolate potential causes of issues.
• Collaborate with cross-functional teams to achieve personal and group goals.

QUALIFICATIONS (not all are required, prefer to have at least a few of the following skills)

• ServiceNow experience preferred
• Web Services Knowledge: Expertise in SOAP and REST.
• Network Troubleshooting: Experience with network troubleshooting tools and protocols (e.g., Ping, Telnet).
• Scripting & Programming: Familiarity with scripting languages, with JavaScript being preferred.
• Relational Databases: Experience with relational database concepts and management (e.g., MySQL, Oracle).
• Authentication Systems: Knowledge of LDAP, Active Directory, SSO, or other user management systems.
• Email Systems: Understanding of email troubleshooting, particularly with systems like Office 365 and Exchange.
• Integration Experience: Hands-on experience with bi-directional integration between two systems.
• Log Analysis: Ability to gather and interpret log files for troubleshooting.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.