Technical Support Engineer _Platform Technologies_Hyderabad_WFO

Job Title: Technical Support Engineer Platform Technologies Location: [Hyderabad / Onsite] About the Role: 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. Key Responsibilities: - Provide technical support and resolution for platform issues, ensuring customer satisfaction. - Troubleshoot, triage, and provide root cause analysis for ServiceNow and other platform products. - Maintain and create knowledge base content to improve efficiency and empower customers. - Suggest and implement process and tool improvements. - Communicate effectively with customers and internal teams via cases, phone, and other channels. - Participate in weekend on-call support rotation as required. Mandatory Skills: - Experience with relational databases (MySQL, Oracle). - Linux/Unix or Microsoft Server experience. - Understanding of web application stack components. - Knowledge of at least one scripting language: JavaScript, Python, Perl, Unix Shell, Windows Shell. - Strong troubleshooting skills for complex technical issues. - Excellent written and verbal communication skills. - Commitment to quality and customer service. Good-to-Have Skills: - SaaS / PaaS support experience. - Hands-on experience with ServiceNow platform. - Understanding of ITIL framework. - Experience with tools like Splunk. - Ability to read and analyze database logs. Education & Experience: - Bachelor's Degree in Computer Science or related technical field, or 2+ years of experience in technical support or software coding environment.