Application/Production support engineer

Tech Mahindra; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Tech Mahindra is hiring an Associate Product Support Specialist in Hyderabad to be the first point of contact for customer-reported issues, manage tickets, perform triage, and provide basic troubleshooting following SOPs. You will escalate complex problems to Level 2 or product teams and work with knowledge articles to resolve routine requests, contributing to a smooth support experience for clients.

This role requires a 1–4 year background in technical support and a Bachelor's in CS/IT or

Qualifications

• Bachelor's degree in CS/IT or related field or equivalent experience.
• 1–2 years in Technical/Product/Service Desk or IT Support environments.
• Experience with ticketing/ITSM platforms such as ServiceNow or similar.

Responsibilities

• Serve as first point of contact for customer-reported issues.
• Manage tickets, triage, and basic troubleshooting.
• Escalate complex issues to Level 2, Engineering, or Product teams as needed.

Skills

ServiceNow / ITSM

Windows OS

Basic Networking

Log collection & documentation

Education

Bachelor's degree in CS/IT or related

Tools

Ticketing systems

SOPs & Runbooks

Job description

Application/product support

Experience: 1-4 Yrs

Location: Hyderabad

Immediate joiners

Role Overview

The Associate Product Support Specialist serves as the first point of contact for customer-reported issues and support requests. The role is responsible for customer interaction, ticket management, triage, basic troubleshooting, and escalation in accordance with established support procedures. This position performs guided troubleshooting using approved knowledge articles, standard operating procedures (SOPs), and runbooks. Complex issues requiring advanced technical investigation are escalated to Level 2 Support, Engineering, or Product teams.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or related discipline, or equivalent experience.
• 1-2 years of experience in Technical Support, Product Support, Service Desk, Application Support, or IT Support environments.
• Experience working with ticketing or ITSM platforms such as ServiceNow or similar tools.

Technical Skills

• Good understanding of general IT concepts and troubleshooting methodologies.
• Ability to understand customer-reported technical issues and determine the appropriate troubleshooting or escalation path.
• Familiarity with Windows operating systems, web-based applications, user account administration, password management, basic networking concepts, and ITSM tools.
• Ability to collect, review, and document logs, screenshots, and supporting information required for troubleshooting and escalation.
• Exposure to SaaS applications or software support environments is advantageous.