Job Description

We are seeking an experienced Technical Support Engineer - User Experience to support the ServiceNow platform by managing and resolving the most complex and critical technical issues. This role serves as the final escalation point within Technical Support, combining deep technical expertise with strong customer engagement and cross-functional collaboration.

The successful candidate will work closely with Engineering, Product Success, and Readiness teams to ensure customer success, product stability, and continuous improvement. This role requires a proactive mindset, strong troubleshooting skills across the full technology stack, and the ability to clearly communicate solutions to both technical and non-technical stakeholders.

This position is ideal for an engineer who enjoys diagnosing complex problems, mentoring others, and taking ownership of issues through to resolution while maintaining a high bar for quality and customer service.

• Duration: 12-month contract with potential for permanent conversion
• Location: America Free Zone, San Jose, Costa Rica (tHybrid with 2-3 days in office weekly).
• Language requirements: English Advanced, Spanish fluent & Portuguese preferred

RESPONSIBILITIES

• Provide guidance on prioritization and workflow optimization to effectively manage workload and case volume.
• Maintain exceptional queue and case management practices, ensuring timely progress and resolution.
• Perform case quality checks to ensure cases are well-documented, progressing appropriately, and aligned with support standards.
• Serve as the final point of escalation within Technical Support, driving complex issues to closure.
• Learn, maintain, and deliver training on new and existing products and platform capabilities.
• Actively engage in cross-functional collaboration with Engineering, Product Success, and Readiness teams to improve product quality and customer outcomes.
• Maintain deep technical expertise in assigned areas of the ServiceNow platform and use that expertise to assist customers and other support engineers.
• Provide frontend browser debugging support, identifying and resolving issues related to client-side behavior.
• Address documentation and coding gaps by contributing knowledge and guidance to support engineers and customers.
• Ensure all issues are thoroughly vetted and validated before escalation to Engineering.
• Identify recurring issues, trends, and knowledge gaps, and proactively recommend solutions or improvements.
• Demonstrate a strong personal commitment to quality, ownership, and customer service excellence.

QUALIFICATIONS

• Demonstrated ability to troubleshoot, resolve, and provide code-level analysis for complex technical issues.
• Strong understanding of SaaS platforms, including application architecture and integrated systems.
• Working knowledge of the full web application stack.
• Hands-on experience with JavaScript, HTML, and CSS (required).
• Proven ability to take ownership of issues and coordinate effectively with Engineering and escalation teams.
• Ability to work closely with high-value customer administrators and developers with varying levels of technical expertise.
• Strong attention to detail with the ability to maintain focus in high-pressure environments.
• Excellent time management skills and the ability to work independently to deliver effective solutions.
• Strong research and diagnostic skills, with the ability to ask the right questions to resolve or escalate issues efficiently.
• Excellent technical and communication skills, with the ability to clearly articulate complex technical solutions.
• Demonstrated ability to collaborate effectively with cross-functional teams to resolve customer issues.

Preferred (but not required):

• Experience supporting enterprise-scale SaaS platforms.
• Prior experience in technical support or escalation engineering roles.
• Familiarity with ServiceNow platform components and modules.
• Experience contributing to internal knowledge bases, documentation, or enablement materials.

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.