Technical Support Engineer UX Hyderabad WFO

Job Title: Support Engineer

Role Overview:
In this role the Support Engineer will resolve technical cases raised by customers seeking assistance with troubleshooting unexpected behaviors or technical questions about the ServiceNow software and platform. The engineer will act as a trusted resource delivering high-quality support via multiple channels including web chat email case updates and telephone.

Key Responsibilities:

• Customer Support: Provide exceptional customer support by answering technical questions and resolving issues through various communication channels (web chat email phone).

• Issue Diagnosis: Utilize a deep understanding of the ServiceNow platform and core functionalities to diagnose isolate and troubleshoot technical issues.

• Collaboration: Work effectively with cross-functional teams for more complex issues demonstrating creativity flexibility and teamwork.

• Process Improvement: Contribute insights to improve processes and products based on your experience in addressing customer issues.

Required Skills:

• Working knowledge of web application stack components (e.g. AngularJS framework AJAX JavaScript CSS XML HTML XHTML).

• Basic understanding of object-oriented programming with Java preferred.

• Strong troubleshooting and root-cause isolation abilities.

• Ability to analyze log files and debug standard technical issues.

• Creative problem-solving skills and strong analytical abilities.

• Experience with web development is highly desirable.

• Familiarity with industry tools and practices like incident management knowledge base defect and escalation management.

• Excellent verbal and written communication skills.

Preferred Skills:

• Previous experience working with the ServiceNow platform (e.g. Client Scripts UI Policies Actions Scripts Macros).

• Experience configuring Virtual Agent and Agent Workspace.

• Familiarity with the Bootstrap framework and message communication protocols.

• Strong working knowledge of JavaScript.

• Experience with Eclipse IDE.

• Previous experience in software development or consulting.

• Experience supporting and troubleshooting e-commerce applications including catalog management shopping carts merchandising and payment handling.

• Experience with SaaS support.

Education & Experience:

• Bachelors degree in Computer Science or a related field (or equivalent experience).

• 2 years of experience as a developer with skills mentioned in the job description.

• Previous experience in customer-facing technical support particularly in web-based products or e-commerce is highly preferred.