Technical Support Engineer – Automation WFO Hyderabad

Experience: 2 Years
Location: Hyderabad
Work Mode: WFO

We are looking for a Technical Support Engineer Automation with hands-on experience in supporting the ServiceNow platform. The ideal candidate will be responsible for resolving technical issues troubleshooting unexpected behaviors and providing high-quality customer support across multiple channels.

• Resolve technical cases raised by customers related to the ServiceNow platform
• Troubleshoot issues and provide solutions for unexpected system behaviors
• Deliver excellent customer support via web chat email and phone
• Analyze and debug issues using logs diagnostic tools and debugging techniques
• Understand ServiceNow platform functionalities and core modules
• Collaborate with cross-functional teams for complex issue resolution
• Manage and track incidents escalations and defect reports
• Contribute to knowledge base articles and process improvements
• Provide feedback to internal teams on product and process enhancements

• Strong knowledge of server-side object-oriented JavaScript
• Experience with Unix Shell scripting Windows scripting and PowerShell
• Understanding of server administration (Windows/Unix environments)
• Knowledge of user permissions domain configurations group policies and SUDO policies
• Familiarity with cloud platforms like AWS Azure VMware and Amazon EC2
• Understanding of protocols such as HTTP TCP FTP/SFTP SOAP REST
• Experience with troubleshooting tools like Wireshark Traceroute
• Strong root cause analysis and problem-solving skills
• Ability to analyze log files and apply debugging concepts
• Familiarity with incident management escalation handling and knowledge base tools
• Excellent verbal and written communication skills

• Bachelors degree in Computer Science or related field (or equivalent experience)
• 2 years of experience in customer-facing technical support
• Experience supporting web-based products or e-commerce platforms preferred

• Strong analytical and troubleshooting skills
• Customer-centric approach with empathy and communication
• Ability to work collaboratively in a fast-paced environment
• Flexibility and adaptability in handling complex technical issues