Application Support Engineer

Tech Mahindra; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Tech Mahindra in Hyderabad is seeking a technical support executive to provide first-line assistance to international customers. You will log ServiceNow cases, guide users through troubleshooting steps, and ensure accurate ticket details including product, symptoms, and business impact.

The role requires following approved processes, protecting data privacy, and aiming for high CSAT while meeting SLA targets.

Qualifications

• 1–2 years of experience in a technical support role
• Familiarity with cloud computing concepts (AWS/Azure/GCP)
• Excellent problem-solving and analytical skills
• Excellent communication with international clients
• Rotational night shift eligibility

Responsibilities

• First-line customer support via phone and ServiceNow cases.
• Ticket creation and management with accurate details.
• Case categorisation by product, issue type, severity, and impact.
• Initial troubleshooting per approved processes and knowledge articles.
• Assist with account and access support including password resets.
• Escalate complex issues to L2/L3 with proper documentation.
• Ensure CSAT targets and SLA adherence.

Skills

Problem solving

Analytical skills

Communication skills

Cloud fundamentals

Customer service

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Job description

Role & responsibilities

• First-line customer support Receive and manage customer support requests through phone and ServiceNow cases.
• Ticket creation and management Log cases accurately, including customer details, product information, symptoms, troubleshooting performed, and business impact.
• Case categorisation and prioritisation Correctly classify cases by product, issue type, severity, priority, and customer impact.
• Initial troubleshooting Diagnose and resolve common technical issues following approved Nuix troubleshooting processes, knowledge articles, runbooks, and standard operating procedures.
• Account and access support Assist with password resets, account access, user configuration, permissions, and other approved administrative activities.
• Utilise Nuix approved AI tools - to assist with troubleshooting, issue diagnosis, and identifying potential solutions to customer technical issues.
• AI governance, data privacy, security, and acceptable-use requirements - ensuring sensitive or customer information is only entered into Nuix approved AI platforms.
• Knowledge Base utilisation Search and follow existing knowledge articles and documented resolutions before escalating cases.
• Customer communication Provide clear and professional updates throughout the lifecycle of a support case and set appropriate expectations.
• Case ownership – Maintain ownership of cases within the L1 scope through to resolution or formal escalation.
• Escalation to L2/L3 – Escalate complex or unresolved technical issues to internal Level 2, Level 3 support or Engineering/ Product teams according to defined escalation criteria.
• Escalation documentation – Ensure escalated cases contain sufficient troubleshooting evidence, logs, screenshots, reproduction steps, error messages, and customer impact information.
• Customer satisfaction – Deliver a consistent customer experience and contribute to agreed CSAT targets.
• SLA management – Monitor assigned cases and ensure initial responses, updates, and escalations occur within contractual SLA targets.
• Quality and compliance – Follow approved support processes, security requirements, data-handling procedures, and quality standards.
• Operational KPIs – Work toward agreed metrics such as SLA attainment, first response time, first-contact resolution, ticket quality, escalation rate, and CSAT.
• Professional Development - Actively participate in professional development opportunities including training and cross-skilling across the Nuix product suite.

Requirements:

• Tertiary qualification in Computer Science or related field, or relevant experience
• 1 - 2 years of experience in a technical support role
• Familiarity with cloud computing concepts and technologies, such as AWS, Azure, or Google Cloud Platform
• Excellent problem-solving and analytical skills
• Excellent communication skills with a demonstrated track record of delivering high-quality customer service
• should be able to communicate with international clients.
• This profile will be for rotational shift (including night shift).
  

Desirable:

• Experience in ServiceNow
• ITIL4/5 certified and practicing
• SaaS Software Support Experience

Experience in software delivery lifecycle