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Senior Technical Support Engineer

Senior Technical Support Engineer

Trigent Software - Professional Servicesahmedabad, gujarat, in
22 hours ago
Job description

Job Role : Technical Support Engineer_Automation

Platform : ServiceNow

Notice Period : 30 Days (Immediate - 30 Days)

Location : Hyderabad

Compensation : Fixed 16 Lacs / Annual

Role Overview We are seeking a Technical Support Engineer Automation to troubleshoot and resolve complex issues in the ServiceNow platform. This role demands hands-on expertise in scripting, OS / server administration, cloud infrastructure, and networking protocols, with a customer-first mindset.

🧩 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
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    Technical Support Engineer • ahmedabad, gujarat, in