📍 Job Overview

Job Title: Technical Support Engineer, ServiceNow
Company: ServiceNow
Location: Hyderabad, Telangana, India
Job Type: Full-time
Category: Web Infrastructure & Support
Date Posted: 2025-06-19
Experience Level: Mid-level (2-5 years)
Remote Status: Remote OK

🚀 Role Summary

Customer-Focused Support: Deliver exceptional customer support by resolving technical cases, answering questions, and troubleshooting issues related to the ServiceNow platform.
Platform Expertise: Demonstrate a solid understanding of the ServiceNow platform, its core functionalities, and various technologies used within it.
Problem-Solving Skills: Leverage strong analytical skills and a creative problem-solving approach to isolate potential causes of issues and drive resolution.
Collaboration & Improvement: Work closely with cross-functional teams to improve processes and products based on insights gained from customer interactions.

📝 Enhancement Note: This role requires a balance of technical depth and breadth, as well as strong communication skills to effectively support customers and drive platform improvements.

💻 Primary Responsibilities

Case Management: Manage and resolve technical cases created by customers, ensuring timely and accurate resolution.
Troubleshooting: Diagnose and troubleshoot complex technical issues using various tools and resources, and coordinate with additional teams as needed.
Customer Interaction: Communicate effectively with customers via web, chat, email, and phone to understand their needs and provide solutions.
Platform Knowledge: Stay up-to-date with the ServiceNow platform and its core functionalities, and continuously expand your knowledge of its various components.
Process Improvement: Contribute to process and product improvements by providing insights and recommendations based on customer interactions and technical support experiences.

📝 Enhancement Note: Success in this role depends on the ability to manage multiple cases simultaneously, prioritize workloads, and maintain a high level of customer satisfaction.

🎓 Skills & Qualifications

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

Experience: At least 2 years of customer-facing technical support experience, preferably in a web-based product or e-commerce environment.

Required Skills:

Working knowledge of web application components (HTML, CSS, JavaScript, AJAX, XML, XHTML)
Strong troubleshooting and root cause isolation skills
Demonstrated creative problem-solving approach and strong analytical skills
Proficiency in analyzing log files and standard debugging concepts
Excellent communication skills (verbal and written)
Basic object-oriented programming skills (Java preferred)
Familiarity with incident management, knowledgebase, defect, and escalation management practices

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 bootstrap framework and message communication protocols
Working understanding of JavaScript and 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

📝 Enhancement Note: While not explicitly required, having experience with AI integration or understanding of AI-driven decision-making processes could be beneficial in this role, as ServiceNow continues to incorporate AI into its platform.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your ability to troubleshoot and resolve complex technical issues through case studies or live examples.
Showcase your problem-solving skills and creative approach to resolving customer challenges.
Highlight your understanding of web application components and your proficiency in analyzing log files and debugging concepts.

Technical Documentation:

Provide examples of clear and concise technical documentation, such as step-by-step guides, troubleshooting procedures, or knowledge base articles.
Include any relevant code snippets or screenshots that illustrate your technical expertise.

📝 Enhancement Note: As this role focuses on customer support rather than web development, a portfolio showcasing your technical support skills and problem-solving approach is more valuable than one highlighting web development projects.

💵 Compensation & Benefits

Salary Range: INR 600,000 - 1,200,000 per annum (Based on experience and market standards for mid-level technical support roles in Hyderabad)

Benefits:

Competitive health, dental, and vision insurance
Retirement savings plan with company match
Employee stock purchase plan
Generous time off and flexible work arrangements
Employee assistance program
Tuition reimbursement and professional development opportunities
Discounts on products and services from various partners

Working Hours: Full-time (40 hours/week) with flexible scheduling and remote work options available.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and skills. ServiceNow offers a comprehensive benefits package to attract and retain top talent in the industry.

🎯 Team & Company Context

Company Culture:

Industry: ServiceNow operates in the enterprise software industry, focusing on digital workflows and IT service management. Its market context is characterized by rapid growth, innovation, and a strong focus on customer success.

Company Size: ServiceNow is a large, global organization with over 8,100 customers, including 85% of the Fortune 500. This size offers ample opportunities for career growth and exposure to diverse projects and teams.

Founded: 2004, with a mission to make work better for people by creating workflows that are more intuitive, more efficient, and more enjoyable.

Team Structure:

The technical support team consists of experienced engineers who work collaboratively to resolve customer issues and improve the ServiceNow platform.
The team follows a flat hierarchy, with clear communication channels and a strong focus on knowledge sharing and continuous learning.
Cross-functional collaboration with other teams, such as product management, engineering, and sales, is essential for driving customer success and platform improvement.

Development Methodology:

ServiceNow follows an Agile/Scrum development methodology, with regular sprint planning and code reviews to ensure high-quality deliverables.
The company emphasizes continuous integration and continuous deployment (CI/CD) pipelines to streamline software delivery and improve platform performance.
ServiceNow's platform is built on a robust, scalable architecture that supports the needs of large, global enterprises.

Company Website: ServiceNow

📝 Enhancement Note: ServiceNow's culture is characterized by a strong focus on customer success, innovation, and continuous improvement. The company values collaboration, knowledge sharing, and a commitment to making work better for people.

📈 Career & Growth Analysis

Web Technology Career Level: This role is positioned at the mid-level (2-5 years of experience) within the technical support career path. It offers opportunities for growth and advancement in various directions, such as:

Technical Specialist: Deepen your expertise in specific areas of the ServiceNow platform and become a go-to resource for complex technical issues.
Team Lead: Transition into a leadership role, mentoring junior team members and driving team-wide initiatives to improve customer support processes.
Product Management: Leverage your deep understanding of customer needs and platform functionalities to contribute to product development and strategy.

Reporting Structure: This role reports directly to the Technical Support Manager, who oversees the team's day-to-day operations and ensures customer satisfaction.

Technical Impact: Technical support engineers play a crucial role in maintaining high customer satisfaction and platform adoption rates. Their work directly influences user experience, platform performance, and overall customer success.

📝 Enhancement Note: ServiceNow's growth and success depend on its ability to deliver exceptional customer support and continuously improve its platform. This role offers ample opportunities for career growth and technical skill development within a dynamic and innovative organization.

🌐 Work Environment

Office Type: ServiceNow's Hyderabad office is a modern, collaborative workspace designed to foster innovation and productivity. The company encourages a flexible, remote-friendly work environment that prioritizes results over face time.

Office Location(s): Hyderabad, Telangana, India

Workspace Context:

Collaboration: The office features open-plan workspaces, meeting rooms, and breakout areas that encourage collaboration and team interaction.
Technology & Tools: ServiceNow provides its employees with state-of-the-art technology, including multiple monitors, high-speed internet access, and access to the latest development tools and software.
Work-Life Balance: The company offers flexible work arrangements, including remote work options, to help employees maintain a healthy work-life balance.

Work Schedule: Full-time (40 hours/week) with flexible scheduling and remote work options available. ServiceNow's global customer base requires 24/7 support coverage, so engineers may be required to work rotating shifts or be on-call as needed.

📝 Enhancement Note: ServiceNow's work environment is designed to support its employees' productivity, collaboration, and work-life balance. The company's commitment to flexibility and remote work options reflects its focus on results and employee well-being.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, technical background, and cultural fit with ServiceNow.
Technical Assessment: A hands-on exercise or case study to evaluate your problem-solving skills, technical knowledge, and ability to work with the ServiceNow platform.
Behavioral Interview: A deeper dive into your problem-solving approach, customer support experience, and cultural fit with ServiceNow's values and work environment.
Final Interview: A conversation with the hiring manager or a senior team member to discuss your career aspirations, expectations, and any remaining questions you may have.

Portfolio Review Tips:

Highlight your problem-solving skills and customer support experience through case studies or live examples.
Include any relevant technical documentation, such as knowledge base articles, troubleshooting guides, or code snippets, that demonstrate your technical expertise.
Showcase your understanding of web application components and your ability to analyze log files and debugging concepts.

Technical Challenge Preparation:

Brush up on your knowledge of the ServiceNow platform, its core functionalities, and any relevant technologies used within it.
Familiarize yourself with common customer issues and troubleshooting techniques specific to the ServiceNow platform.
Prepare for behavioral questions that focus on your problem-solving approach, customer support experience, and cultural fit with ServiceNow's values.

ATS Keywords: (Organized by category)

Programming Languages: Java, SQL, JavaScript, HTML, CSS, AJAX, XML, XHTML
Web Frameworks: AngularJS
Server Technologies: N/A (This role focuses on customer support and platform management rather than server administration)
Databases: N/A (While familiarity with SQL is beneficial, this role does not require deep database administration skills)
Tools: Eclipse IDE, incident management, knowledgebase, defect & escalation management
Methodologies: Agile, Scrum, CI/CD pipelines
Soft Skills: Communication, problem-solving, analytical skills, collaboration, creativity
Industry Terms: Technical support, customer success, customer experience, platform management, workflow automation, IT service management

📝 Enhancement Note: ServiceNow's interview process is designed to assess your technical skills, problem-solving approach, and cultural fit with the company's values. By preparing thoroughly and showcasing your unique strengths and experiences, you can demonstrate your potential to excel in this role and contribute to ServiceNow's continued success.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

HTML, CSS, JavaScript, AJAX, XML, XHTML: Proficiency in these web application components is essential for understanding customer issues and providing effective solutions.
AngularJS: Familiarity with this JavaScript-based framework is preferred, as it is used extensively within the ServiceNow platform.

Backend & Server Technologies:

ServiceNow Platform: A deep understanding of the ServiceNow platform, its core functionalities, and various components is crucial for success in this role.
Java: Proficiency in Java is required, as it is the primary programming language used within the ServiceNow platform.

Development & DevOps Tools:

Eclipse IDE: Familiarity with this integrated development environment is preferred, as it is commonly used within the ServiceNow development community.
Incident Management, Knowledgebase, Defect & Escalation Management: Experience with these customer support practices is essential for driving customer satisfaction and platform improvement.

📝 Enhancement Note: While this role focuses on customer support and platform management, a solid understanding of the underlying technologies and development processes is crucial for providing effective solutions and driving continuous improvement.

👥 Team Culture & Values

Web Development Values:

Customer Success: ServiceNow's primary value is a relentless focus on customer success, ensuring that every customer interaction results in a positive outcome and drives platform adoption.
Innovation: ServiceNow encourages continuous learning, experimentation, and innovation to stay ahead of industry trends and deliver cutting-edge solutions to its customers.
Collaboration: ServiceNow fosters a culture of collaboration, knowledge sharing, and teamwork to drive collective success and improve the platform's overall performance.
Integrity: ServiceNow values integrity, honesty, and ethical behavior in all aspects of its operations, from customer interactions to internal processes and decision-making.

Collaboration Style:

Cross-Functional Integration: ServiceNow encourages collaboration across teams, including product management, engineering, sales, and marketing, to drive customer success and platform improvement.
Code Review Culture: ServiceNow follows an Agile/Scrum development methodology that emphasizes code reviews, testing, and quality assurance practices to ensure high-quality deliverables.
Knowledge Sharing: ServiceNow prioritizes knowledge sharing and continuous learning, with regular training sessions, workshops, and brown bag lunches to help employees stay up-to-date with the latest technologies and best practices.

📝 Enhancement Note: ServiceNow's culture is characterized by a strong focus on customer success, innovation, and continuous improvement. The company values collaboration, knowledge sharing, and a commitment to making work better for people.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform Complexity: The ServiceNow platform is extensive and complex, with numerous components and functionalities. Staying up-to-date with the latest features, updates, and best practices can be challenging.
Customer Expectations: ServiceNow's customers have high expectations for platform performance, availability, and customer support. Meeting these expectations consistently requires a deep understanding of the platform and exceptional problem-solving skills.
Emerging Technologies: ServiceNow is continually incorporating new technologies, such as AI and machine learning, into its platform. Staying current with these emerging technologies and their potential impact on customer support processes can be challenging.

Learning & Development Opportunities:

Technical Skill Development: ServiceNow offers numerous training and development opportunities to help employees expand their technical skills and advance their careers within the organization.
Conference Attendance & Certification: ServiceNow encourages employees to attend industry conferences, pursue relevant certifications, and engage with the broader technical community to stay current with the latest trends and best practices.
Mentorship & Leadership Development: ServiceNow provides mentorship programs and leadership development opportunities to help employees grow into technical specialists, team leads, or product management roles.

📝 Enhancement Note: ServiceNow's dynamic and innovative work environment offers ample opportunities for technical skill development, career growth, and continuous learning. By embracing these opportunities and staying curious, you can drive your career forward and contribute to ServiceNow's continued success.

💡 Interview Preparation

Technical Questions:

Platform Fundamentals: Demonstrate your understanding of the ServiceNow platform, its core functionalities, and any relevant technologies used within it.
Troubleshooting & Problem-Solving: Showcase your ability to diagnose and resolve complex technical issues, using real-world examples and step-by-step explanations.
Customer Support Experience: Highlight your customer support experience, including your approach to understanding customer needs, communicating effectively, and driving customer satisfaction.

Company & Culture Questions:

ServiceNow Values: Explain how you embody ServiceNow's core values, such as customer success, innovation, collaboration, and integrity, in your daily work and decision-making.
Work Environment: Describe your preferred work environment and how you thrive in a collaborative, flexible, and remote-friendly setting like ServiceNow's.
Career Growth: Outline your long-term career goals and how you plan to grow and develop within ServiceNow, given the various opportunities available within the organization.

Portfolio Presentation Strategy:

Problem-Solving Case Studies: Highlight your problem-solving skills and customer support experience through case studies or live examples that demonstrate your ability to diagnose and resolve complex technical issues.
Technical Documentation: Include any relevant technical documentation, such as knowledge base articles, troubleshooting guides, or code snippets, that showcase your technical expertise and understanding of the ServiceNow platform.
Customer Success Stories: Share stories of your customer success experiences, emphasizing your ability to understand customer needs, communicate effectively, and drive platform adoption.

📝 Enhancement Note: ServiceNow's interview process is designed to assess your technical skills, problem-solving approach, and cultural fit with the company's values. By preparing thoroughly and showcasing your unique strengths and experiences, you can demonstrate your potential to excel in this role and contribute to ServiceNow's continued success.

📌 Application Steps

To apply for this Technical Support Engineer, ServiceNow position:

Update Your Resume: Tailor your resume to highlight your relevant technical skills, customer support experience, and problem-solving approach. Include any relevant keywords and phrases from the job description to optimize your resume for applicant tracking systems.
Prepare Your Portfolio: Curate a portfolio that showcases your problem-solving skills, customer support experience, and technical expertise. Include case studies, live examples, and any relevant technical documentation that demonstrates your ability to diagnose and resolve complex technical issues.
Research ServiceNow: Familiarize yourself with ServiceNow's platform, its core functionalities, and any relevant technologies used within it. Understand ServiceNow's values, culture, and work environment to ensure a strong fit with the organization.
Practice Interview Questions: Review common interview questions for technical support roles and practice your responses, focusing on your problem-solving approach, customer support experience, and cultural fit with ServiceNow's values.
Prepare for Technical Challenges: Brush up on your knowledge of the ServiceNow platform, its core functionalities, and any relevant technologies used within it. Familiarize yourself with common customer issues and troubleshooting techniques specific to the ServiceNow platform.

⚠️ 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, ServiceNow