• Provide a professional & proficient standard of chat, phone, and email support for Global English customers of products like Captivate, FrameMaker, RoboHelp, RoboHelp Server, FrameMaker Publishing Server, and Technical Communication Suite. • Deliver technical and customer support along with issue resolution to Top Value Customers, Enterprise (ETLA) customers, Teams (VIP/eVIP), and Individual Subscription customers. • Use the right resources to resolve cases. • Deliver First Call Resolution by handling customer requests and resolving customers' technical and non-technical issues as often as possible during the first contact for assigned products. • Accurately detail every customer communication in a case tracking database. • Achieve personal performance targets, including case resolution, AUX hygiene, open case aging and first contact resolution rate. • Conduct advanced research on issues brought up by regional Tier 1 Engineers. • Assist in testing new and enhanced product features. • Assist in special projects and other duties as assigned.

• Visitar a los clientes sobre el terreno todos los días • Ajustar su horario según sea necesario • Desarrollar estrategias para mantener cuentas de clientes mediante formación • Instalar instrumentos de diagnóstico veterinario • Formar al personal sobre el uso de instrumentos • Proporcionar apoyo técnico in situ cuando sea necesario

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job Description What you get to do in this role: 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. A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support. Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success. Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. Qualifications Qualifications and technical skills that will lead to success: - Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. - 0-2+ years customer facing technical support experience - Ability to troubleshoot difficult technical issues with ease and complexity - Ability to read basic Java/JavaScript code - Personal commitment to quality and customer service 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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. 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 globaltalentss@servicenow.com 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

• Registro y gestión de tickets en herramientas como Jira, ServiceNow, GLPI o similares. • Soporte técnico de primer nivel (N1) como punto único de contacto con usuarios. • Gestión de identidad: reseteo de contraseñas y desbloqueo de cuentas en Active Directory. • Instalación, configuración y mantenimiento básico de hardware (PCs, laptops, periféricos). • Configuración de impresoras en red y conectividad básica. • Instalación y soporte de software (Windows 10/11, Microsoft Office 365, navegadores). • Configuración de correos electrónicos (Outlook, IMAP, POP3). • Uso de herramientas de acceso remoto (AnyDesk, TeamViewer). • Documentación de soluciones, manuales y guías para usuarios.