L1 Support Engineer

We are looking for a proactive L1 Support Engineer to provide first-level technical support and issue resolution for our clients during US business hours. The role involves monitoring systems, troubleshooting technical issues, and collaborating with internal teams to ensure seamless service delivery.

Key Responsibilities:

• Serve as the first point of contact for client-reported issues via email, chat, or ticketing system.
• Monitor application and system alerts, identify incidents, and perform initial troubleshooting.
• Escalate unresolved issues to L2/L3 teams with detailed documentation.
• Coordinate with US-based clients and ensure timely updates on issue progress and resolution.
• Maintain accurate records of incidents, service requests, and actions taken.
• Follow established SLAs and operational procedures for incident management.
• Support deployment or maintenance activities during the US shift when required.

Preferred Qualifications:

• Exposure to production monitoring tools (GCP)
• Prior experience in supporting US-based clients.
• Ability to multitask and prioritize effectively in a fast-paced environment.