Senior technical support engineer

3 days ago

Bharatpur, India Trigent Software - Professional Services Full time

Job Role: Technical Support Engineer_Automation Platform: Service Now Notice Period: 30 Days (Immediate - 30 Days) Location: Hyderabad Compensation: Fixed 16 Lacs / Annual Role Overview We are seeking a Technical Support Engineer Automation to troubleshoot and resolve complex issues in the Service Now platform. This role demands hands-on expertise in scripting, OS/server administration, cloud infrastructure, and networking protocols, with a customer-first mindset. ???? Key Responsibilities Provide L2/L3 support for Service Now-related automation and platform issues. Analyze logs, debug scripts, and resolve issues related to performance, integrations, and configurations. Troubleshoot infrastructure/networking issues across Windows, Linux, and cloud (AWS/Azure). Collaborate with engineering and product teams for escalations and process improvements. Communicate clearly with customers via web, email, chat, and phone. ???? Must-Have Skills Hands-on scripting: Java Script, Power Shell, Unix Shell, (basic Python a plus) OS Admin skills: Windows/Linux/Unix , incl. SUDO policies, GPO, domain configs Network & protocol knowledge: HTTP, TCP/IP, FTP/SFTP, SSH, SNMP, REST/SOAP Familiarity with Service Now platform (ITOM preferred) Cloud infrastructure: AWS, Azure, GCP , EC2, ARM/CFT templates Experience reading/writing SQL queries ; understanding of Oracle/My SQL DBs Tools: Wireshark, Traceroute, log analyzers Strong communication, customer service, and problem-solving skills ???? Qualification Bachelors degree in Computer Science or related field (or equivalent experience) 2+ years in customer-facing tech support roles (preferably Saa S/Web-based) ✅ Good to Have Experience in incident management, escalation handling, and use of knowledge bases Service Now certifications or ITIL understanding

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