Technical Support Engineer (Infra) at ServiceNow

📍 Job Overview

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

🚀 Role Summary

Key Responsibilities: Resolve technical cases created by customers seeking help with the ServiceNow software and platform. Manage and resolve challenging issues while coordinating assistance from additional teams for more complex cases.
Key Skills: Technical Support, AI Integration, Server Administration, Remote Administration, Troubleshooting, Communication Skills, Problem Solving.

💻 Primary Responsibilities

Resolve Technical Cases: Investigate and resolve customer issues related to the ServiceNow software and platform. This includes understanding user problems, reproducing issues, and providing solutions or workarounds.
Manage Issues: Coordinate with internal teams to resolve complex issues. Keep customers informed about progress and expected resolution times.
Provide Technical Support: Assist customers with technical queries and troubleshoot issues via web, chat, email, case updates, and direct telephone support.
Gather and Analyze Information: Collect and analyze data from various sources to identify trends, patterns, and potential improvements in customer support processes.
Contribute to Process Improvements: Provide input to business units regarding process and product improvements based on insights gained from customer interactions.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to work effectively in a team environment. A successful candidate will be committed to providing amazing customer support experiences while continuously learning and improving processes.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science or a related field (or equivalent degree and experience)

Experience:

2+ years of providing customer-facing technical support (Web-based products or e-commerce preferred)
Lesser experience candidates will be considered for appropriate roles

Required Skills:

Proficient in server-side JavaScript, Unix Shell scripting, and Windows scripting
Experience with server administration across OS platforms (Windows/Unix)
Remote administration via SSH, SNMP, WMI, PowerShell
Understanding of SNMP traps and MIBs/OIDs
Familiarity with AWS, Azure, VMWare, Amazon EC2, including appropriate template types (ARM templates, CFT)
Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST
Experience with troubleshooting tools such as Wireshark, Traceroute
Solid understanding of object-oriented programming skills (Java strongly preferred)
Good understanding of database concepts
A fundamental understanding of ITOM, CMDB, and ITIL business processes
Strong troubleshooting/root cause isolation skills
Demonstrated creative problem-solving approach and strong analytical skills
Must be proficient with analyzing log files and standard debugging concepts
Excellent communication skills (verbal and written)

Preferred Skills:

Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
Understanding of JavaScript
Familiarity with Eclipse IDE
Previous experience in software development or software consulting
Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising, and payment handling is highly desirable. Experience providing SaaS support is desirable.

📝 Enhancement Note: While the required skills list is comprehensive, the preferred skills section highlights areas where additional experience or knowledge would be beneficial but not essential for the role. Candidates with a strong foundation in the required skills and a willingness to learn are encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Include examples of your customer support experience, highlighting your ability to resolve technical issues and manage customer interactions
Demonstrate your technical skills by showcasing projects that involve server administration, remote administration, and troubleshooting
Showcase your problem-solving skills and ability to analyze log files and debug code

Technical Documentation:

Include case studies or documentation that demonstrate your ability to gather and analyze information, identify trends, and make data-driven decisions
Highlight your understanding of ITIL business processes and how you've applied them in previous roles
Provide examples of your communication skills, such as customer feedback or internal team updates

💵 Compensation & Benefits

Salary Range: INR 60,00,000 - 80,00,000 per annum (Based on experience and skills)

Benefits:

Competitive salary and benefits package
Comprehensive health, dental, and vision insurance
Retirement savings plan with company match
Generous time off and leave policies
Employee stock purchase plan
Tuition reimbursement and professional development opportunities
Flexible work arrangements and remote work options (for eligible roles)
Employee discounts and perks

Working Hours: 40 hours per week, with flexibility for on-call support and maintenance windows as needed

📝 Enhancement Note: The salary range provided is based on market research and industry standards for similar roles in the Hyderabad area. Actual compensation may vary based on individual qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software and IT Services Company Size: Large (8,100+ employees) Founded: 2004

Team Structure:

The Technical Support team is part of the broader Customer Success organization
The team consists of Support Engineers, Team Leads, and Managers, working collaboratively to resolve customer issues and improve support processes
The team works closely with other departments, such as Product, Engineering, and Sales, to ensure customer needs are represented and addressed

Development Methodology:

ServiceNow follows Agile methodologies, with a focus on continuous improvement and customer success
The company encourages innovation, collaboration, and a customer-centric approach to problem-solving

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's culture is characterized by its commitment to customer success, continuous learning, and innovation. The company values diversity, inclusion, and work-life balance, providing a supportive environment for employees to grow and succeed.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Technical Support Engineer (Infra)

Reporting Structure: The role reports directly to a Team Lead or Manager within the Technical Support organization. The team is part of the broader Customer Success organization, which reports to the Chief Customer Officer.

Technical Impact: Technical Support Engineers play a critical role in ensuring customer satisfaction and driving customer success. They work closely with other teams to identify trends, make data-driven decisions, and improve support processes. Their work directly impacts the customer experience and the company's overall customer satisfaction scores.

Growth Opportunities:

Customer Success Path: Progression to Senior Support Engineer, Team Lead, or Manager roles within the Technical Support organization
Product & Engineering Path: Transition to a technical role within the Product or Engineering organizations, leveraging the deep understanding of customer needs and technical issues gained in the Support role
Specialist Path: Develop expertise in specific areas, such as AI integration or emerging technologies, and become a go-to resource for the team and the broader organization

📝 Enhancement Note: ServiceNow offers a clear career progression path for Technical Support Engineers, with opportunities to grow within the Technical Support organization or transition to other areas of the business. The company values internal mobility and provides numerous opportunities for employees to develop their skills and advance their careers.

🌐 Work Environment

Office Type: Modern, collaborative office space with open work areas, meeting rooms, and breakout spaces

Office Location(s): Salarpuria Sattva Knowledge City, Hyderabad, Telangana, India

Workspace Context:

Collaborative Work Environment: The office fosters a collaborative culture, with open workspaces and regular team meetings to encourage knowledge sharing and idea generation
State-of-the-Art Technology: The office is equipped with the latest technology, including multiple monitors, testing devices, and development tools to support web development and server administration tasks
Cross-Functional Collaboration: The office is home to various teams, including Product, Engineering, Sales, and Marketing, providing ample opportunities for cross-functional collaboration and learning

Work Schedule: Standard work hours are Monday through Friday, 9:00 AM to 6:00 PM IST, with flexibility for on-call support and maintenance windows as needed

📝 Enhancement Note: ServiceNow's Hyderabad office provides a modern, collaborative work environment that supports the company's commitment to customer success and continuous learning. The office is designed to foster cross-functional collaboration and knowledge sharing, with state-of-the-art technology and comfortable workspaces.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to assess communication skills and cultural fit (15-30 minutes)
Technical Assessment: A hands-on technical assessment to evaluate problem-solving skills, coding ability, and understanding of server administration and troubleshooting concepts (60-90 minutes)
Behavioral Interview: A structured interview to assess cultural fit, communication skills, and customer support experience (45-60 minutes)
Final Review: A final review with the hiring manager or a panel of team members to make a hiring decision (30-45 minutes)

Portfolio Review Tips:

Highlight your customer support experience and technical skills, with a focus on server administration, remote administration, and troubleshooting
Include case studies or examples that demonstrate your ability to gather and analyze information, identify trends, and make data-driven decisions
Showcase your communication skills, with examples of customer feedback or internal team updates

Technical Challenge Preparation:

Brush up on your server administration and troubleshooting skills, with a focus on JavaScript, Unix Shell scripting, and Windows scripting
Familiarize yourself with the ServiceNow platform and its core functionalities
Review your understanding of ITIL business processes and customer support best practices

ATS Keywords: Server Administration, Technical Support, Customer Support, Troubleshooting, JavaScript, Unix Shell Scripting, Windows Scripting, Remote Administration, ITIL, Problem Solving, Communication Skills, Customer Success

📝 Enhancement Note: The interview process for the Technical Support Engineer (Infra) role is designed to assess both technical skills and cultural fit. The process includes a technical assessment, behavioral interview, and final review to ensure the best possible match for the role and the team.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not applicable for this role)

Backend & Server Technologies:

Server Administration: Windows, Unix (Linux, Solaris, AIX), macOS
Scripting Languages: JavaScript, Unix Shell scripting, Windows scripting, PowerShell
Database Management: MySQL, PostgreSQL, Oracle, Microsoft SQL Server, MongoDB
Cloud Platforms: AWS, Azure, Google Cloud Platform
Infrastructure Tools: VMWare, Amazon EC2, Docker, Kubernetes, Jenkins, Ansible, Puppet
Monitoring Tools: Nagios, Zabbix, Prometheus, Grafana, Datadog, New Relic

Development & DevOps Tools:

Version Control: Git, SVN, Mercurial
CI/CD Pipelines: Jenkins, Bamboo, GitLab CI/CD, CircleCI, Travis CI
Containerization: Docker, Kubernetes
Orchestration: Ansible, Puppet, Chef
Infrastructure as Code (IaC): Terraform, CloudFormation, Azure Resource Manager (ARM)
Configuration Management: Ansible, Puppet, Chef

📝 Enhancement Note: The Technology Stack & Web Infrastructure section highlights the relevant technologies and tools required for the Technical Support Engineer (Infra) role. Familiarity with these technologies and tools is essential for success in the role.

👥 Team Culture & Values

Web Development Values:

Customer Success: Put customers first and strive to exceed their expectations
Innovation: Embrace change and continuously seek new and better ways to solve problems
Collaboration: Work together to achieve common goals and drive customer success
Integrity: Act with honesty, transparency, and accountability in all interactions
Quality: Deliver high-quality solutions that meet or exceed customer expectations

Collaboration Style:

Cross-Functional Collaboration: Work closely with other teams, such as Product, Engineering, and Sales, to ensure customer needs are represented and addressed
Knowledge Sharing: Encourage a culture of learning and knowledge sharing, with regular team meetings and training opportunities
Mentoring and Coaching: Provide guidance and support to team members, fostering a culture of growth and development

📝 Enhancement Note: ServiceNow's culture is characterized by its commitment to customer success, innovation, and collaboration. The company values diversity, inclusion, and work-life balance, providing a supportive environment for employees to grow and succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Manage customer expectations and provide clear, concise, and accurate information throughout the support process
Complex Issues: Troubleshoot and resolve complex technical issues, often working with multiple teams to identify and implement solutions
Emerging Technologies: Stay up-to-date with emerging technologies and their potential impact on customer support processes and workflows
Data-Driven Decisions: Analyze customer data to identify trends, make data-driven decisions, and continuously improve support processes

Learning & Development Opportunities:

Technical Skills Development: Develop expertise in specific technologies, tools, or methodologies relevant to the role and the broader customer support organization
Leadership Development: Build leadership skills through mentoring, coaching, and team management opportunities
Customer Success: Deepen your understanding of customer needs, preferences, and behaviors to drive customer success and improve support processes

📝 Enhancement Note: The Challenges & Growth Opportunities section highlights the key technical challenges and learning opportunities for the Technical Support Engineer (Infra) role. By embracing these challenges and pursuing continuous learning and development, candidates can build a successful career in customer support and drive customer success.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex technical issue you've faced and how you approached troubleshooting and resolution. What was the outcome, and what did you learn from the experience?
Customer Support: Share an example of a challenging customer support situation you've handled. How did you manage the customer's expectations, and what was the final resolution?
Teamwork: Describe a situation where you had to collaborate with other teams to resolve a complex technical issue. How did you ensure effective communication and coordination, and what was the outcome?

Company & Culture Questions:

Customer Success: How do you define customer success, and what steps do you take to ensure customer satisfaction throughout the support process?
Innovation: Describe a time when you identified an opportunity for improvement in a customer support process or workflow. How did you approach and implement the change, and what was the outcome?
Collaboration: How do you approach working with cross-functional teams to ensure customer needs are represented and addressed? Can you provide an example of a successful collaboration experience?

Portfolio Presentation Strategy:

Customer Support Experience: Highlight your customer support experience, with a focus on server administration, remote administration, and troubleshooting
Technical Skills: Showcase your technical skills, with examples of your ability to gather and analyze information, identify trends, and make data-driven decisions
Communication Skills: Demonstrate your communication skills, with examples of customer feedback or internal team updates

📝 Enhancement Note: The Interview Preparation section provides strategic guidance for candidates preparing for the Technical Support Engineer (Infra) role at ServiceNow. By focusing on problem-solving, customer support, and teamwork, candidates can effectively showcase their skills and cultural fit for the role.

📌 Application Steps

To apply for this Technical Support Engineer (Infra) position at ServiceNow:

Tailor Your Resume: Highlight your customer support experience, technical skills, and relevant qualifications, with a focus on server administration, remote administration, and troubleshooting
Prepare for the Phone Screen: Brush up on your communication skills and be ready to discuss your customer support experience and technical skills
Practice Technical Challenges: Review your server administration and troubleshooting skills, with a focus on JavaScript, Unix Shell scripting, and Windows scripting
Research the Company: Familiarize yourself with ServiceNow's products, services, and company culture, with a focus on customer success and innovation
Prepare for the Behavioral Interview: Reflect on your customer support experience, problem-solving skills, and teamwork abilities, with a focus on customer success and innovation

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

Technical Support Engineer (Infra)