Technical Support Engineer - Platform Technologies

Job Title: Technical Support Engineer - Platform Technologies

Location: Hyderabad, Telangana, India

Job Role

As a Technical Support Engineer, you will act as a customer advocate, delivering exceptional technical support to users and administrators of our platform. You will diagnose and resolve challenging technical issues, manage customer expectations, and contribute to knowledge-sharing initiatives to enhance support services.

Key Responsibilities

• Provide comprehensive support for platform-related issues, ensuring high standards of professionalism.
• Troubleshoot and resolve ServiceNow product issues, including root cause analysis.
• Collaborate with internal and external stakeholders to drive customer satisfaction.
• Develop expertise in platform functionality and cloud technologies to empower customers.
• Maintain accurate case records and contribute to knowledge base creation.
• Participate in technical and non-technical projects and weekend on-call support rotations.
• Identify opportunities for process improvements and implement solutions.

Required Skills

• Experience with relational databases (e.g., MySQL, Oracle).
• Proficiency in Linux/Unix or Microsoft Server environments.
• Knowledge of web application components and scripting languages (JavaScript, Python, Perl, Unix Shell, Windows Shell).
• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Commitment to quality and customer service.

Desired Skills

• Experience in SaaS/PaaS support and the ServiceNow platform.
• Understanding of ITIL framework.
• Familiarity with tools like Splunk and database log analysis.

Education & Experience

• Bachelors Degree in Computer Science or a related technical field.
• Alternatively, 2+ years of experience in technical support or software coding.