<p><b>Job Title:</b> Technical Support Engineer Platform Technologies<br /> <b>Location:</b> [Hyderabad / Onsite]<br /> <b>Number of Positions:</b> 1</p> <p><b>About the Role:</b><br /> We are looking for a proactive Technical Support Engineer to join our Platform Technology team.
You will provide world-class support to platform users and administrators, troubleshoot complex technical issues, and help drive best practices for support services.
This role offers hands-on exposure to cloud technologies, ServiceNow products, and SaaS/PaaS platforms while ensuring a high-quality customer experience.</p> <p><b>Key Responsibilities:</b></p> <ul> <li> <p>Provide technical support and resolution for platform issues, ensuring customer satisfaction.</p> </li> <li> <p>Troubleshoot, triage, and provide root cause analysis for ServiceNow and other platform products.</p> </li> <li> <p>Maintain and create knowledge base content to improve efficiency and empower customers.</p> </li> <li> <p>Suggest and implement process and tool improvements.</p> </li> <li> <p>Communicate effectively with customers and internal teams via cases, phone, and other channels.</p> </li> <li> <p>Participate in weekend on-call support rotation as required.</p> </li> </ul> <p><b>Mandatory Skills:</b></p> <ul> <li> <p>Experience with relational databases (MySQL, Oracle).</p> </li> <li> <p>Linux/Unix or Microsoft Server experience.</p> </li> <li> <p>Understanding of web application stack components.</p> </li> <li> <p>Knowledge of at least one scripting language: JavaScript, Python, Perl, Unix Shell, Windows Shell.</p> </li> <li> <p>Strong troubleshooting skills for complex technical issues.</p> </li> <li> <p>Excellent written and verbal communication skills.</p> </li> <li> <p>Commitment to quality and customer service.</p> </li> </ul> <p><b>Good-to-Have Skills:</b></p> <ul> <li> <p>SaaS / PaaS support experience.</p> </li> <li> <p>Hands-on experience with ServiceNow platform.</p> </li> <li> <p>Understanding of ITIL framework.</p> </li> <li> <p>Experience with tools like Splunk.</p> </li> <li> <p>Ability to read and analyze database logs.</p> </li> </ul> <p><b>Education & Experience:</b></p> <ul> <li> <p>Bachelor's Degree in Computer Science or related technical field, or 2+ years of experience in technical support or software coding environment.</p> </li> </ul> <p> </p>