Technical Support Engineer Platform Technologies

Job Title : Technical Support Engineer Platform Technologies

Location : [Hyderabad / Onsite]

Number of Positions : 1

About the Role :

We are looking for a proactive Technical Support Engineer to join our Platform Technology team. You will provide world-class support to platform users and administrators, troubleshoot complex technical issues, and help drive best practices for support services. This role offers hands-on exposure to cloud technologies, ServiceNow products, and SaaS / PaaS platforms while ensuring a high-quality customer experience.

Key Responsibilities :

Provide technical support and resolution for platform issues, ensuring customer satisfaction.

Troubleshoot, triage, and provide root cause analysis for ServiceNow and other platform products.

Maintain and create knowledge base content to improve efficiency and empower customers.

Suggest and implement process and tool improvements.

Communicate effectively with customers and internal teams via cases, phone, and other channels.

Participate in weekend on-call support rotation as required.

Mandatory Skills :

Experience with relational databases (MySQL, Oracle).

Linux / Unix or Microsoft Server experience.

Understanding of web application stack components.

Knowledge of at least one scripting language : JavaScript, Python, Perl, Unix Shell, Windows Shell.

Strong troubleshooting skills for complex technical issues.

Excellent written and verbal communication skills.

Commitment to quality and customer service.

Good-to-Have Skills :

SaaS / PaaS support experience.

Hands-on experience with ServiceNow platform.

Understanding of ITIL framework.

Experience with tools like Splunk.

Ability to read and analyze database logs.

Education & Experience :

Bachelor's Degree in Computer Science or related technical field, or 2+ years of experience in technical support or software coding environment.