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 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