Senior Technical Support Engineer

Job Role: Technical Support Engineer_Automation

Platform: ServiceNow

Notice Period: 30 Days (Immediate - 30 Days)

Location: Hyderabad

Compensation: Fixed 16 Lacs / Annual

Role Overview

Key Responsibilities

• Provide L2/L3 support for ServiceNow-related automation and platform issues.
• Analyze logs, debug scripts, and resolve issues related to performance, integrations, and configurations.
• Troubleshoot infrastructure/networking issues across Windows, Linux, and cloud (AWS/Azure).
• Collaborate with engineering and product teams for escalations and process improvements.
• Communicate clearly with customers via web, email, chat, and phone.

Must-Have Skills

• Hands-on scripting:

  JavaScript, PowerShell, Unix Shell, (basic Python a plus)

• OS Admin skills:

  Windows/Linux/Unix

  , incl. SUDO policies, GPO, domain configs
• Network & protocol knowledge:

  HTTP, TCP/IP, FTP/SFTP, SSH, SNMP, REST/SOAP

• Familiarity with

  ServiceNow platform

  (ITOM preferred)
• Cloud infrastructure:

  AWS, Azure, GCP

  , EC2, ARM/CFT templates
• Experience reading/writing

  SQL queries

  ; understanding of

  Oracle/MySQL

  DBs
• Tools: Wireshark, Traceroute, log analyzers
• Strong communication, customer service, and problem-solving skills

Qualification

• Bachelors degree in Computer Science or related field (or equivalent experience)
• 2+ years in customer-facing tech support roles (preferably SaaS/Web-based)

✅ Good to Have

• Experience in incident management, escalation handling, and use of knowledge bases
• ServiceNow certifications or ITIL understanding