The Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies. The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Developer must be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed. In order to be successful in this role, we need someone who has: Demonstrated ability to troubleshoot difficult technical issues Working knowledge of the components in a web applications stack Experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok) Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell) Experience with relational databases (e.g. MySQL, Oracle) Experience administering: Linux/Unix OR Microsoft Server Excellent verbal and written communication skills Works well in a team environment Strong personal commitment to quality and customer service Ability to understand and communicate complex technical systems Proven ability to maintain a professional demeanor when handling complex user issues Proficiency in English and Spanish, encompassing fluent abilities in reading, writing, and speaking Desired Skills A fundamental understanding of ITSM, ITIL, or CMDB Deep understanding of JavaScript. Advanced MySQL or Oracle experience Experience diagnosing performance degradation Understanding of remote administration via SSH, SNMP, WMI, Powershell Proficiency in Portuguese, fluent abilities in reading, writing, and speaking (not a must have)