Application/Production support engineer

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.