Senior Technical Support Engineer

3 days ago

Hyderabad, Telangana, India Trigent Software - Professional Services Full time ₹ 8,32,000 - ₹ 16,00,000 per year

Job Role: Technical Support Engineer_Automation

Platform: ServiceNow

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
ServiceNow
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 ServiceNow-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:
    JavaScript, PowerShell, 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
    ServiceNow platform
    (ITOM preferred)
  • Cloud infrastructure:
    AWS, Azure, GCP
    , EC2, ARM/CFT templates
  • Experience reading/writing
    SQL queries
    ; understanding of
    Oracle/MySQL
    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 SaaS/Web-based)

Good to Have

  • Experience in incident management, escalation handling, and use of knowledge bases
  • ServiceNow certifications or ITIL understanding

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