Technical Support Engineer

📍 Job Overview

• Job Title: Technical Support Engineer
• Company: ServiceNow
• Location: Hyderabad, Telangana, India
• Job Type: Full-time
• Category: Web Infrastructure & Support
• Date Posted: June 25, 2025
• Experience Level: Mid-level (2-5 years)
• Remote Status: On-site (Hyderabad office)

🚀 Role Summary

• Serve as the first line of technical support for ServiceNow customers, troubleshooting issues, and answering queries related to the ServiceNow platform.
• Collaborate with cross-functional teams to resolve complex cases and drive process improvements.
• Leverage your web development background and technical problem-solving skills to excel in this role.

💻 Primary Responsibilities

• Customer Support: Manage and resolve technical cases created by customers, ensuring high-quality support and customer satisfaction.
• Troubleshooting: Diagnose and troubleshoot issues related to the ServiceNow platform, using various diagnostic tools and resources.
• Collaboration: Work closely with internal teams to resolve complex cases, escalate issues when necessary, and provide input for process improvements.
• Knowledge Management: Contribute to the growth and maintenance of the company's knowledge base by documenting solutions and best practices.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science or a related field.

Experience: 2+ years of customer-facing technical support experience, preferably in web-based products or e-commerce.

Required Skills:

• Working knowledge of web application components (HTML, JavaScript, CSS, AJAX, XML, XHTML).
• Proficiency in Java (strongly preferred) and basic SQL.
• Strong troubleshooting and root cause isolation skills.
• Demonstrated creative problem-solving approach and strong analytical skills.
• Excellent communication skills (verbal and written).
• Experience providing web development support is highly desirable.

Preferred Skills:

• Previous experience working with the ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros).
• Experience with configuring Virtual Agent and Agent Workspace.
• Understanding of AngularJS framework, bootstrap framework, and message communication protocols.
• Working understanding of JavaScript and familiarity with Eclipse IDE.
• Previous experience in software development or software consulting.

📊 Web Portfolio & Project Requirements

• Technical Support Portfolio: Prepare case studies demonstrating your ability to troubleshoot web-based issues, resolve customer queries, and drive process improvements.
• Web Development Projects: Highlight relevant web development projects that showcase your technical skills and problem-solving abilities.

💵 Compensation & Benefits

• Salary Range: ₹6,00,000 - ₹12,00,000 per annum (INR), depending on experience and skills. This estimate is based on market research and industry standards for mid-level web support roles in Hyderabad.
• Benefits: Competitive benefits package, including health insurance, retirement plans, and employee stock purchase plans. ServiceNow also offers professional development opportunities and a collaborative work environment.

🎯 Team & Company Context

🏢 Company Culture

• Industry: ServiceNow is a global leader in digital workflows, empowering organizations to work better, smarter, and faster.
• Company Size: Medium-sized (8,100+ employees), with a strong focus on growth and innovation.
• Founded: 2004, in San Diego, California, USA.

🌐 Work Environment

• Office Type: On-site, with a collaborative and inclusive work environment.
• Office Location(s): Hyderabad, India.
• Workspace Context: Modern office space with access to necessary tools and resources for web development and support tasks.
• Work Schedule: Full-time, with standard working hours (Monday-Friday, 9:00 AM - 6:00 PM IST) and flexibility for maintenance and project deadlines.

📄 Application & Technical Interview Process

• Interview Process:
  1. Online application review and resume screening.
  2. Phone or video screening to assess communication skills and cultural fit.
  3. Technical assessment, focusing on web development skills, problem-solving, and troubleshooting abilities.
  4. Final interview with the hiring manager to discuss career goals, expectations, and next steps.
• Portfolio Review Tips:
  • Highlight relevant web development projects and customer support case studies.
  • Demonstrate your ability to troubleshoot web-based issues and drive process improvements.
  • Showcase your understanding of web technologies, such as HTML, JavaScript, and CSS.
• Technical Challenge Preparation:
  • Brush up on your web development skills, focusing on HTML, JavaScript, and CSS.
  • Practice problem-solving and troubleshooting exercises to hone your technical skills.
  • Familiarize yourself with the ServiceNow platform and its core functionalities.

🛠 Technology Stack & Web Infrastructure

• Web Development Technologies: HTML, JavaScript, CSS, AJAX, XML, XHTML, AngularJS, Java, SQL.
• ServiceNow Platform: Client Scripts, UI Policies/Actions/Pages/Scripts/Macros, Virtual Agent, Agent Workspace.
• Tools & Frameworks: Eclipse IDE, bootstrap framework, message communication protocols.

📌 Application Steps

To apply for this Technical Support Engineer position:

1. Submit your application through the provided link.
2. Tailor your resume to highlight your web development and customer support experience.
3. Prepare a portfolio showcasing your web development projects and customer support case studies.
4. Research ServiceNow's products, services, and company culture to demonstrate your interest and preparation during the interview process.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards for mid-level web support roles in Hyderabad. Actual compensation may vary depending on the candidate's skills, experience, and negotiation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.