Job Description

Job Information


Date Opened


04/17/2025
Industry


Technology
Job Type


Full-time
Work Experience


2-5
City


Hyderabad
State/Province


Andra Pradesh
Country


India
Zip/Postal Code


500081

Details of the role / application, as appropriate:

In this role, the Technical Support Engineer will resolve technical support cases involving unexpected platform behavior or queries about the ServiceNow platform. The role involves using diagnostic tools to isolate and fix issues, collaborating with other teams when needed, and ensuring a smooth customer experience. The engineer should demonstrate strong problem-solving skills, communication, and a commitment to customer success. They will also help inform product/process improvements from their support experience. This role requires working from the office five days a week. There are two different shifts--Shift 1: 8:00 AM to 5:00 PM and Shift 2: 1:00 PM to 10:00 PM. Please note, there are no night shifts.

Key responsibilities and expected 'output':

Responsible for resolving technical cases raised by customers, troubleshooting issues on the ServiceNow platform, answering technical questions, and ensuring high-quality support experiences across multiple communication channels. Resolve customer cases via web, chat, phone, and email, Use diagnostic tools to isolate technical issues, Manage and troubleshoot dynamic UI components and scripting, Collaborate with internal teams to handle complex cases, Analyze log files and debug effectively, Contribute to knowledge base and product/process improvement

'Required' tech stack and other related details:

Java, JavaScript, AngularJS, HTML, CSS, AJAX, XML, OOP, SQL (basic), Web Application Stack, Root Cause Analysis, Debugging, Communication (verbal & written), Incident Management, Knowledgebase usage

'Good to have' tech stack and other related details:

ServiceNow Development (Client Scripts, UI Policies/Actions/Scripts), Virtual Agent & Agent Workspace, Bootstrap, Message Protocols, Eclipse IDE, SaaS Support, E-commerce troubleshooting

Any other information considered 'critical' / 'Useful':

o Must have bachelor's degree in computer science or related field (or equivalent degree and experience) o 2+ years experience working as a developer on the skills mentioned in the Skills Section. o Having customer facing technical support (Web based products or e-commerce preferred) is an advantage.