📍 Job Overview

• Job Title: Technical Support Engineer (ServiceNow)
• Company: ServiceNow
• Location: Hyderabad, Telangana, India
• Job Type: Full-time
• Category: Technical Support & Customer Service
• Date Posted: June 19, 2025
• Experience Level: Mid-level (2-5 years)
• Remote Status: Remote OK

🚀 Role Summary

• 📝 Enhancement Note: This role focuses on providing technical support for the ServiceNow platform, with a strong emphasis on customer interaction, problem-solving, and collaboration.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities revolve around resolving customer issues, troubleshooting technical problems, and collaborating with internal teams to ensure customer satisfaction.

• Resolve technical cases created by customers seeking help with the ServiceNow software and platform.

• Manage and resolve challenging issues while coordinating with additional teams for complex cases.

• Provide amazing customer support experiences using excellent communication skills and a commitment to building trust and showing empathy.

• Employ various diagnostic tools to isolate potential causes of issues and use creative problem-solving skills to resolve them.

• Contribute to process and product improvements based on insights gained from working on technical issues for customers.

🎓 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 & practices of the trade such as incident management, knowledgebase, defect & 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

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: While not explicitly stated, a well-curated portfolio showcasing problem-solving skills, technical support experiences, and customer service scenarios would be beneficial for this role.

💵 Compensation & Benefits

Salary Range: INR 600,000 - 1,200,000 per annum (Estimated based on industry standards for mid-level technical support roles in Hyderabad)

Benefits:

• Competitive compensation and generous benefits package
• Professional atmosphere with opportunities for career growth
• Collaborative and inclusive work environment

Working Hours: Full-time (40 hours per week), with flexibility for maintenance windows and project deadlines

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS) and IT Service Management (ITSM)

Company Size: Large (8,100+ customers, including 85% of the Fortune 500)

Founded: 2004

Team Structure:

• The technical support team works closely with various internal teams, such as product, engineering, and customer success, to ensure customer satisfaction and platform improvement.
• The team follows Agile methodologies, with a focus on continuous improvement and collaboration.

Development Methodology:

• The team follows Agile/Scrum methodologies, with a focus on customer-centric development and iterative improvement.
• They emphasize code review, testing, and quality assurance practices to ensure the delivery of high-quality software.
• ServiceNow uses a combination of in-house and third-party tools for deployment, monitoring, and performance tracking.

Company Website: https://www.servicenow.com/

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Technical Support Engineer

Reporting Structure: Reports directly to the Technical Support Manager, with potential collaboration with other internal teams, such as Customer Success and Engineering.

Technical Impact: This role has a direct impact on customer satisfaction and platform improvement by resolving technical issues and providing valuable insights to the development team.

Growth Opportunities:

• Opportunities for career growth within the technical support team or other departments, such as Customer Success or Engineering.
• The chance to expand one's role in the company as ServiceNow grows and expands its customer base.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and productivity

Office Location(s): Hyderabad, Telangana, India

Workspace Context:

• The workspace is designed to foster collaboration and communication among team members, with ample space for team meetings and brainstorming sessions.
• Employees have access to multiple monitors and testing devices to ensure optimal performance and productivity.
• The work environment encourages knowledge sharing, technical mentoring, and continuous learning.

Work Schedule: Full-time (40 hours per week), with flexibility for maintenance windows, project deadlines, and customer support needs.

📄 Application & Technical Interview Process

Interview Process:

1. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, analytical thinking, and familiarity with the ServiceNow platform and web application troubleshooting.
2. Behavioral Interview: An interview focused on assessing communication skills, customer service mindset, and cultural fit.
3. Final Evaluation: A review of the candidate's performance in the previous stages, with a focus on their technical skills, problem-solving abilities, and cultural fit.

Portfolio Review Tips:

• Highlight problem-solving skills and customer service experiences in the portfolio.
• Include case studies demonstrating the ability to troubleshoot web applications and resolve technical issues.
• Showcase excellent communication skills and a customer-centric mindset.

Technical Challenge Preparation:

• Brush up on web application troubleshooting skills, with a focus on JavaScript and the ServiceNow platform.
• Practice problem-solving techniques and be prepared to explain technical concepts clearly and concisely.
• Familiarize oneself with the ServiceNow platform and its core functionalities.

ATS Keywords:

• Programming Languages: JavaScript
• Web Frameworks: ServiceNow
• Server Technologies: N/A
• Databases: N/A
• Tools: Incident management, knowledgebase, defect & escalation management, Eclipse IDE
• Methodologies: Agile/Scrum, ITSM
• Soft Skills: Problem-solving, analytical skills, communication, customer service, collaboration
• Industry Terms: Technical support, customer support, web application troubleshooting, AI integration

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: N/A (This role primarily focuses on backend and platform support)

Backend & Server Technologies:

• ServiceNow platform (Service/Project Management, SLA Management, Service Catalog, Customer Service Management, Workflows & Approvals)
• JavaScript (for troubleshooting and debugging web applications)

Development & DevOps Tools:

• Incident management, knowledgebase, defect & escalation management
• Eclipse IDE (for code debugging and troubleshooting)

👥 Team Culture & Values

Web Development Values:

• Customer-centric mindset and a commitment to providing amazing customer support experiences
• Strong problem-solving skills and a focus on continuous learning and improvement
• Excellent communication skills and a collaborative approach to work
• A commitment to building trust and showing empathy in customer interactions

Collaboration Style:

• A collaborative and inclusive work environment that encourages knowledge sharing, technical mentoring, and continuous learning
• Cross-functional collaboration with other internal teams, such as Customer Success and Engineering
• A focus on customer-centric development and iterative improvement

📈 Challenges & Growth Opportunities

Technical Challenges:

• Troubleshooting complex technical issues and resolving customer problems efficiently
• Keeping up-to-date with the latest ServiceNow platform updates and features
• Collaborating with internal teams to improve processes and product offerings

Learning & Development Opportunities:

• Opportunities to gain experience with the ServiceNow platform and expand one's technical skillset
• The chance to work with a diverse and collaborative team, with opportunities for mentoring and knowledge sharing
• Potential career growth within the technical support team or other departments, such as Customer Success or Engineering

💡 Interview Preparation

Technical Questions:

• Troubleshooting web application scenarios and JavaScript code examples
• ServiceNow platform functionalities and use cases
• Problem-solving techniques and analytical thinking exercises

Company & Culture Questions:

• How do you approach providing amazing customer support experiences?
• Can you describe a time when you had to collaborate with other teams to resolve a complex technical issue?
• How do you stay up-to-date with the latest trends and developments in your field?

Portfolio Presentation Strategy:

• Highlight problem-solving skills and customer service experiences in the portfolio
• Include case studies demonstrating the ability to troubleshoot web applications and resolve technical issues
• Showcase excellent communication skills and a customer-centric mindset

📌 Application Steps

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

1. Submit your application through the application link.
2. Customize your resume and portfolio to highlight your problem-solving skills, technical support experiences, and customer service scenarios.
3. Prepare for the technical assessment by brushing up on your web application troubleshooting skills and familiarizing yourself with the ServiceNow platform.
4. Research ServiceNow's customer-centric culture and be prepared to discuss your approach to providing amazing customer support experiences.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.