Job Description

Job Information


Date Opened


04/17/2025
Industry


Technology
Job Type


Full-time
Work Experience


2-5
City


Hyderabad
State/Province


Andra Pradesh
Country


India
Zip/Postal Code


500081

Details of the role / application, as appropriate:

You will act as a customer advocate, using your knowledge of cloud and web technologies to troubleshoot and resolve platform issues, maintain strong customer satisfaction, and provide strategic input for product and support process improvements. You'll be working closely with internal engineering and product teams, and will contribute to case documentation and knowledge base content, while participating in rotational weekend support. This role requires working from the office five days a week. There are two different shifts--Shift 1: 8:00 AM to 5:00 PM and Shift 2: 1:00 PM to 10:00 PM. Please note, there are no night shifts.

Key responsibilities and expected 'output':

1. Provide world-class technical support to users and administrators of the ServiceNow platform 2. Analyze, troubleshoot, and resolve issues related to platform technologies and cloud environments 3. Deliver root cause analysis and recommend solutions for high-impact issues 4. Serve as a customer advocate to influence platform enhancements and product direction 5. Contribute to technical knowledge creation, documentation, and continuous improvement initiatives 6. Communicate technical solutions clearly to both technical and non-technical audiences 7. Manage customer interactions through case tracking systems and ensure high customer satisfaction 8. Maintain clean case hygiene and contribute to team collaboration 9. Participate in the weekend on-call support rotation

'Required' tech stack and other related details:

Strong understanding of relational databases (MySQL, Oracle),Familiarity with Linux/Unix or Microsoft Server administration, Knowledge of web application stack components, Hands-on scripting experience with one or more: JavaScript, Python, Perl, Unix Shell, Windows Shell, Excellent troubleshooting and problem-solving skills, Exceptional verbal and written communication abilities, Strong dedication to delivering high-quality customer support

'Good to have' tech stack and other related details:

Strong understanding of relational databases (MySQL, Oracle),Familiarity with Linux/Unix or Microsoft Server administration, Knowledge of web application stack components, Hands-on scripting experience with one or more: JavaScript, Python, Perl, Unix Shell, Windows Shell, Excellent troubleshooting and problem-solving skills, Exceptional verbal and written communication abilities, Strong dedication to delivering high-quality customer support

Any other information considered 'critical' / 'Useful':

Bachelor's Degree in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment