📍 Job Overview

• Job Title: Technical Support Engineer, ServiceNow
• Company: ServiceNow
• Location: Hyderabad, Telangana, India
• Job Type: Full-time
• Category: Web Infrastructure & Support
• Date Posted: June 23, 2025
• Experience Level: Mid-level (2-5 years)
• Remote Status: On-site (Hybrid)

🚀 Role Summary

• Key Responsibilities: Resolve technical cases, troubleshoot issues, and provide support for the ServiceNow software and platform. Collaborate with cross-functional teams to manage complex cases and provide input for process and product improvements.
• Key Skills: Technical support, problem-solving, communication, web applications, Java, SQL, HTML, JavaScript, CSS, AJAX, AngularJS, troubleshooting, log analysis, SaaS support, e-commerce.

💻 Primary Responsibilities

• Resolve Technical Cases: Investigate and resolve customer-reported issues with the ServiceNow software and platform, ensuring high customer satisfaction.
• Collaborate with Cross-functional Teams: Work with other teams to manage complex cases, escalate issues when necessary, and provide input for process and product improvements.
• Document and Share Knowledge: Maintain and update the knowledge base with troubleshooting steps, workarounds, and best practices to improve support efficiency.
• Continuously Learn and Adapt: Stay up-to-date with new features, updates, and best practices related to the ServiceNow platform and relevant technologies.
• Provide Technical Support: Assist customers with technical inquiries, helping them understand and effectively use the ServiceNow platform.

🎓 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)

Required Skills:

• Working knowledge of web applications stack components
• AngularJS framework knowledge
• Experience with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML
• Basic object-oriented programming skills (Java strongly preferred)
• Good understanding of SQL
• 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 (Great to have):

• 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 bootstrap framework
• Understanding of message communication protocols
• Working 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
• Experience providing SaaS support

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role, as it focuses on technical support rather than web development or project management.
• Technical Documentation: Not applicable for this role, as it focuses on technical support rather than web development or project management.

💵 Compensation & Benefits

Salary Range: INR 500,000 - 800,000 per annum (Estimated based on industry standards for mid-level technical support roles in Hyderabad, India)

Benefits:

• Competitive health, dental, and vision insurance plans
• Retirement savings plans with company match
• Employee stock purchase plan
• Generous time off and leave policies
• Tuition reimbursement and professional development opportunities
• Employee assistance programs
• Work-life balance initiatives and flexible work arrangements

Working Hours: Full-time, 40 hours per week, with potential overtime during peak support periods

🎯 Team & Company Context

Company Culture: ServiceNow is a global market leader in cloud-based workflow and productivity platforms, empowering organizations to find smarter, faster, and better ways to work. The company fosters a culture of innovation, collaboration, and continuous learning.

Team Structure:

• The technical support team is responsible for resolving customer-reported issues and providing assistance with the ServiceNow platform.
• The team works closely with other departments, such as product development, quality assurance, and customer success, to ensure customer satisfaction and drive continuous improvement.

Development Methodology:

• ServiceNow follows Agile methodologies for product development and improvement, with a focus on customer needs and feedback.
• The technical support team uses a ticket-based system to manage and track customer cases, ensuring efficient resolution and documentation.

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

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Technical Support Engineer, responsible for resolving technical cases and providing support for the ServiceNow platform. This role offers opportunities for career growth into senior support engineer, team lead, or specialist positions within the technical support organization.

Reporting Structure: The technical support engineer reports directly to the technical support manager, who oversees the team's performance, case management, and customer satisfaction.

Technical Impact: Technical support engineers play a crucial role in maintaining high customer satisfaction by resolving technical issues and providing assistance with the ServiceNow platform. They contribute to the continuous improvement of the platform by identifying trends, providing feedback, and suggesting enhancements.

Growth Opportunities:

• Technical Growth: Develop expertise in the ServiceNow platform and related technologies, with opportunities to specialize in specific areas or become a subject matter expert.
• Leadership Growth: Demonstrate strong performance and leadership skills to progress into team lead or management roles within the technical support organization.
• Product Growth: Contribute to product improvement by providing customer feedback, identifying trends, and suggesting enhancements to the ServiceNow platform.

🌐 Work Environment

Office Type: ServiceNow's Hyderabad office is a modern, collaborative workspace designed to foster innovation and productivity. The office features open floor plans, dedicated team spaces, and amenities such as a fully-stocked kitchen, game room, and wellness center.

Office Location(s): Hyderabad, Telangana, India

Workspace Context:

• Collaborative Environment: The open floor plan encourages cross-functional collaboration and knowledge sharing among team members.
• State-of-the-art Technology: The office is equipped with the latest hardware, software, and tools to ensure optimal productivity and efficiency.
• Flexible Work Arrangements: ServiceNow offers flexible work arrangements, including remote work options, to accommodate individual needs and preferences.

Work Schedule: Full-time, 40 hours per week, with potential overtime during peak support periods. The work schedule may vary depending on the team's support needs and customer time zones.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills, technical proficiency, and cultural fit.
2. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, troubleshooting abilities, and familiarity with the ServiceNow platform and related technologies.
3. Behavioral Interview: A structured interview focused on understanding the candidate's approach to problem-solving, customer support, and team collaboration.
4. Final Interview: A meeting with the hiring manager or senior team members to discuss the candidate's fit for the role and the team, as well as to address any remaining questions.

Portfolio Review Tips: Not applicable for this role, as it focuses on technical support rather than web development or project management.

Technical Challenge Preparation:

• Brush up on Java, SQL, and web application stack components.
• Familiarize yourself with the ServiceNow platform and its core functionalities.
• Practice troubleshooting exercises and log analysis to improve your problem-solving skills.
• Prepare for behavioral interview questions by reflecting on your past experiences and successes in technical support and customer service.

ATS Keywords: (Not applicable for this role, as it focuses on technical support rather than web development or project management)

🛠 Technology Stack & Web Infrastructure

Web Technologies:

• HTML, CSS, JavaScript, AJAX, AngularJS
• Familiarity with web application stack components, such as web servers, databases, and content management systems

Server Technologies:

• Java (strongly preferred)
• SQL (good understanding)
• Familiarity with message communication protocols

Infrastructure Tools:

• ServiceNow platform (Client Scripts, UI Policies/Actions/Pages/Scripts/Macros)
• Virtual Agent and Agent Workspace configuration
• Eclipse IDE (familiarity)

Monitoring Tools:

• Familiarity with incident management, knowledgebase, defect, and escalation management practices

👥 Team Culture & Values

Web Development Values:

• Customer Focus: Prioritize customer satisfaction and strive to understand customer needs and pain points.
• Continuous Learning: Stay up-to-date with new features, updates, and best practices related to the ServiceNow platform and relevant technologies.
• Collaboration: Work closely with cross-functional teams to manage complex cases and drive continuous improvement.
• Problem-solving: Demonstrate strong troubleshooting skills and a creative approach to resolving technical issues.

Collaboration Style:

• Cross-functional Integration: Collaborate with product development, quality assurance, and customer success teams to manage complex cases and drive continuous improvement.
• Code Review Culture: Not applicable for this role, as it focuses on technical support rather than web development or project management.
• Knowledge Sharing: Share troubleshooting steps, workarounds, and best practices with the team to improve support efficiency.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Platform Complexity: The ServiceNow platform is extensive and continuously evolving, requiring engineers to stay up-to-date with new features, updates, and best practices.
• Customer Expectations: Customers may have diverse needs, expectations, and levels of technical proficiency, requiring engineers to adapt their support approach accordingly.
• Time-sensitive Issues: Some customer-reported issues may be time-sensitive, requiring engineers to prioritize and manage their workload effectively.

Learning & Development Opportunities:

• Technical Skill Development: Develop expertise in the ServiceNow platform and related technologies, with opportunities to specialize in specific areas or become a subject matter expert.
• Leadership Development: Demonstrate strong performance and leadership skills to progress into team lead or management roles within the technical support organization.
• Product Familiarization: Contribute to product improvement by providing customer feedback, identifying trends, and suggesting enhancements to the ServiceNow platform.

💡 Interview Preparation

Technical Questions:

• Platform Familiarity: Demonstrate a solid understanding of the ServiceNow platform, its core functionalities, and relevant technologies.
• Troubleshooting Skills: Showcase your ability to diagnose and resolve technical issues, using real-world examples and best practices.
• Problem-solving Approach: Explain your creative problem-solving approach and how you've applied it in previous technical support roles.

Company & Culture Questions:

• Customer Focus: Explain how you've prioritized customer satisfaction and understood customer needs in previous technical support roles.
• Collaboration: Describe your experience working with cross-functional teams and how you've contributed to their success.
• Continuous Learning: Share examples of how you've stayed up-to-date with new features, updates, and best practices in previous technical support roles.

Portfolio Presentation Strategy: Not applicable for this role, as it focuses on technical support rather than web development or project management.

📌 Application Steps

To apply for this technical support engineer position:

1. Submit your application through the provided link.
2. Prepare for the phone/video screen by reviewing the job description, researching the company, and practicing common interview questions.
3. Brush up on your technical skills, focusing on Java, SQL, and web application stack components.
4. Familiarize yourself with the ServiceNow platform and its core functionalities.
5. Practice troubleshooting exercises and log analysis to improve your problem-solving skills.
6. Prepare for behavioral interview questions by reflecting on your past experiences and successes in technical support and customer service.
7. Research the company and its culture to ensure a strong fit for your career goals and personal values.