📍 Job Overview

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

🚀 Role Summary

Key Responsibilities: Resolve technical cases created by customers, troubleshoot ServiceNow software and platform issues, manage and resolve challenging problems, and provide input for process and product improvements.
Key Skills: Customer support, problem-solving, analytical skills, JavaScript, web application troubleshooting, ServiceNow platform, incident management, communication skills, AI integration, debugging, e-commerce applications, SaaS support, collaboration, flexibility, creative thinking, and technical support.

📝 Enhancement Note: This role requires a strong customer focus and technical problem-solving skills to provide amazing customer support experiences. The ideal candidate will have a background in customer-facing technical support, preferably with web-based products or e-commerce, and a solid understanding of the ServiceNow platform.

💻 Primary Responsibilities

Resolve Technical Cases: Investigate and troubleshoot technical issues reported by customers, using diagnostic tools to isolate the root cause.
Manage and Resolve Issues: Coordinate with additional teams to resolve complex cases, demonstrating strong problem-solving skills and flexibility.
Provide Process and Product Input: Contribute to process and product improvements based on insights gained from working on technical issues.
Communicate Effectively: Maintain open lines of communication with customers and internal teams, ensuring clear and concise updates on case progress.
Stay Updated: Keep up-to-date with the latest ServiceNow platform functionalities and best practices.

📝 Enhancement Note: The primary focus of this role is to provide exceptional customer support while continuously improving processes and products. Strong communication skills and a customer-centric mindset are crucial for success in this role.

🎓 Skills & Qualifications

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

Experience: 2+ years providing customer-facing technical support (Web-based products or e-commerce preferred)

Required Skills:

Demonstrated creative problem-solving approach and strong analytical skills
Proficiency in analyzing log files and standard debugging concepts
Familiarity with tools and practices such as incident management, knowledgebase, defect, and escalation management
Previous experience working with the ServiceNow platform (Service/Project Management, SLA Management, Service Catalog, Customer Service Management, Workflows & Approvals)
Experience troubleshooting web applications and JavaScript code
Excellent communication skills (verbal and written)

Preferred Skills:

Familiarity with Eclipse IDE
Previous experience in ITSM Implementation
Experience supporting and troubleshooting e-commerce applications with catalog, shopping cart, merchandising, and payment handling
Experience providing SaaS support

📝 Enhancement Note: While the required skills are essential for this role, the preferred skills can provide a competitive advantage and should be considered when applying.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Cases: Document successful resolution of challenging customer support cases, highlighting problem-solving skills and customer-centric approach.
Process Improvement Projects: Highlight any process improvement initiatives you've led or contributed to, demonstrating your ability to drive change and enhance customer experiences.

Technical Documentation:

Troubleshooting Guides: Create and maintain troubleshooting guides for common issues, demonstrating your understanding of the ServiceNow platform and best practices.
Case Studies: Develop case studies showcasing your ability to manage and resolve complex technical cases, highlighting your problem-solving skills and collaboration with internal teams.

📝 Enhancement Note: As this role focuses on customer support and process improvement, your portfolio should emphasize your ability to resolve technical issues, drive customer satisfaction, and contribute to process enhancements.

💵 Compensation & Benefits

Salary Range: INR 6,00,000 - 1,200,000 per annum (Estimated based on market research and role requirements)

Benefits:

Competitive compensation and generous benefits package
Professional atmosphere with opportunities for growth and development
Collaborative and inclusive work environment
Training and mentoring from senior staff

Working Hours: Full-time (40 hours per week), with flexible scheduling to accommodate maintenance windows and project deadlines

📝 Enhancement Note: The salary range is estimated based on market research and role requirements. The actual salary may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

Company Culture:

Industry: IT Services and Software Development
Company Size: Large (8,100+ customers, including 85% of the Fortune 500)
Founded: 2004
Team Structure: Global, diverse teams with a strong focus on customer support, collaboration, and innovation

Development Methodology:

Agile/Scrum methodologies for project management and sprint planning
Code review, testing, and quality assurance practices
Deployment strategies, CI/CD pipelines, and server management

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow is a global leader in IT service management, with a strong focus on customer support and innovation. The company's culture emphasizes collaboration, continuous learning, and driving customer success.

📈 Career & Growth Analysis

Technical Support Engineer Role: This role involves managing and resolving technical issues, providing customer support, and contributing to process improvements. It requires a strong technical background, excellent communication skills, and a customer-centric mindset.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with cross-functional teams, including product management, engineering, and customer success.

Technical Impact: The Technical Support Engineer plays a crucial role in ensuring customer satisfaction and driving product improvement by addressing technical issues and providing valuable feedback to internal teams.

Growth Opportunities:

Technical Career Progression: With experience and demonstrated success, Technical Support Engineers can progress to senior roles, team lead positions, or move into other technical roles within the organization, such as Technical Consultant or Technical Trainer.
Technical Skill Development: ServiceNow offers opportunities for continuous learning and skill development, including training programs, certifications, and access to industry-leading technology.
Leadership Potential: As Technical Support Engineers gain experience and expertise, they may have the opportunity to mentor junior team members, drive process improvements, and contribute to strategic decision-making.

📝 Enhancement Note: ServiceNow provides ample opportunities for career growth and development, with a strong focus on technical skill advancement and leadership potential.

🌐 Work Environment

Office Type: Hybrid, with a mix of on-site and remote work arrangements

Office Location(s): Hyderabad, India (Salarpuria Sattva Knowledge City, Unit II, 17 to 10 Floor Survey No. 83/1, Serilingampally Mandal)

Workspace Context:

Collaborative Work Environment: ServiceNow fosters a collaborative work environment, with open communication and cross-functional team interaction.
Modern Work Tools: The company provides access to modern work tools, including multiple monitors, testing devices, and development tools.
Flexible Work Schedule: ServiceNow offers flexible scheduling to accommodate maintenance windows, project deadlines, and customer support needs.

Work Schedule: Full-time (40 hours per week), with flexible scheduling to accommodate maintenance windows, project deadlines, and customer support needs.

📝 Enhancement Note: ServiceNow's hybrid work environment encourages collaboration, flexibility, and work-life balance, with a strong focus on customer support and innovation.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, technical background, and cultural fit.
Technical Assessment: A hands-on assessment focused on troubleshooting ServiceNow platform issues, analyzing log files, and demonstrating problem-solving skills.
Behavioral Interview: A discussion to evaluate problem-solving skills, customer focus, and cultural fit.
Final Interview: A meeting with the hiring manager to discuss the role, company culture, and next steps.

Portfolio Review Tips:

Case Studies: Highlight successful customer support cases, demonstrating your ability to resolve technical issues and drive customer satisfaction.
Process Improvement Projects: Showcase any process improvement initiatives you've led or contributed to, highlighting your ability to drive change and enhance customer experiences.
Technical Documentation: Include troubleshooting guides, technical documentation, and any other resources that demonstrate your understanding of the ServiceNow platform and best practices.

Technical Challenge Preparation:

ServiceNow Platform: Familiarize yourself with the ServiceNow platform, including core functionalities, workflows, and approval processes.
Troubleshooting Skills: Brush up on your troubleshooting skills, focusing on web applications, JavaScript code, and log file analysis.
Problem-Solving Strategies: Review problem-solving strategies and techniques, focusing on creative and collaborative approaches to resolve complex technical issues.

ATS Keywords: [List of relevant keywords for resume optimization, organized by category: Problem Solving, Customer Support, Technical Support, Web Application Troubleshooting, JavaScript, ServiceNow Platform, Incident Management, Communication Skills, Process Improvement, etc.]

📝 Enhancement Note: ServiceNow's interview process focuses on assessing technical skills, problem-solving abilities, and customer focus. A well-crafted portfolio and thorough preparation for technical assessments and behavioral interviews will significantly improve your chances of success.

🛠 Technology Stack & Web Infrastructure

ServiceNow Platform: The core technology stack for this role, including ServiceNow's IT Service Management (ITSM) suite, customer service management, and workflow automation tools.

Troubleshooting Tools: Familiarity with diagnostic tools, log file analysis, and debugging concepts is essential for this role.

Collaboration Tools: ServiceNow uses various collaboration tools, such as Slack, Microsoft Teams, and Google Workspace, to facilitate communication and collaboration among global teams.

📝 Enhancement Note: As this role focuses on customer support and troubleshooting, a solid understanding of the ServiceNow platform, troubleshooting tools, and collaboration tools is crucial for success.

👥 Team Culture & Values

ServiceNow Values:

Customer Success: Focus on driving customer success and satisfaction through exceptional support and innovative solutions.
Integrity: Act with integrity, honesty, and transparency in all interactions with customers, partners, and team members.
Innovation: Embrace a culture of continuous learning and innovation, driving progress and improvement.
Collaboration: Foster a collaborative work environment, encouraging open communication and cross-functional teamwork.

Collaboration Style:

Cross-Functional Integration: ServiceNow encourages collaboration between technical teams, product management, and other departments to drive customer success and innovation.
Code Review Culture: ServiceNow follows a code review process to ensure code quality, knowledge sharing, and continuous learning.
Knowledge Sharing: ServiceNow fosters a culture of knowledge sharing, technical mentoring, and continuous learning.

📝 Enhancement Note: ServiceNow's culture emphasizes customer success, integrity, innovation, and collaboration, with a strong focus on driving customer satisfaction and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Issues: Troubleshooting complex customer issues, requiring creative problem-solving and collaboration with internal teams.
Platform Updates: Keeping up-to-date with the latest ServiceNow platform functionalities, updates, and best practices.
Process Improvement: Identifying and driving process improvements to enhance customer experiences and drive operational efficiency.

Learning & Development Opportunities:

Training Programs: ServiceNow offers various training programs, certifications, and workshops to help employees develop their skills and advance their careers.
Conferences and Events: ServiceNow encourages employees to attend industry conferences, webinars, and other events to stay current with the latest trends and best practices.
Mentorship and Leadership Development: ServiceNow provides opportunities for mentorship, leadership development, and architecture decision-making to help employees grow professionally.

📝 Enhancement Note: ServiceNow provides numerous opportunities for technical skill development, career progression, and leadership growth, with a strong focus on driving customer success and continuous improvement.

💡 Interview Preparation

Technical Questions:

ServiceNow Platform: Demonstrate your understanding of the ServiceNow platform, including core functionalities, workflows, and approval processes.
Troubleshooting Scenarios: Walk through troubleshooting scenarios, highlighting your ability to analyze log files, diagnose issues, and propose solutions.
Problem-Solving Strategies: Discuss your problem-solving strategies and techniques, focusing on creative and collaborative approaches to resolve complex technical issues.

Company & Culture Questions:

Customer Success: Explain how you approach customer success and satisfaction, providing specific examples from your previous experiences.
Process Improvement: Describe your experience with process improvement initiatives, highlighting your ability to drive change and enhance customer experiences.
Teamwork and Collaboration: Discuss your experience working in a collaborative environment, emphasizing your ability to communicate effectively and work well with cross-functional teams.

Portfolio Presentation Strategy:

Case Studies: Present successful customer support cases, demonstrating your ability to resolve technical issues and drive customer satisfaction.
Process Improvement Projects: Showcase any process improvement initiatives you've led or contributed to, highlighting your ability to drive change and enhance customer experiences.
Technical Documentation: Include troubleshooting guides, technical documentation, and any other resources that demonstrate your understanding of the ServiceNow platform and best practices.

📝 Enhancement Note: ServiceNow's interview process focuses on assessing technical skills, problem-solving abilities, and customer focus. A well-prepared portfolio and thorough preparation for technical assessments and behavioral interviews will significantly improve your chances of success.

📌 Application Steps

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

Tailor Your Resume: Highlight your relevant experience, skills, and achievements, focusing on customer support, problem-solving, and technical expertise.
Prepare Your Portfolio: Showcase your successful customer support cases, process improvement initiatives, and technical documentation, demonstrating your understanding of the ServiceNow platform and best practices.
Research the Company: Familiarize yourself with ServiceNow's products, services, and company culture, ensuring a strong fit with the organization's values and mission.
Prepare for Interviews: Thoroughly prepare for technical assessments, behavioral interviews, and final interviews, focusing on your problem-solving skills, customer focus, and cultural fit.

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

Technical Support Engineer (Servicenow)