L1 Technical Support Engineer

L1 Technical Support Engineer (International Support)

Company: Sigma Solve Ltd.

Location: Ahmedabad & Pune

Experience: 1–3 Years

Open Positions: 2

Shift: 3:00 AM – 12:00 PM IST

Working Days: 6 days per week with rotational weekly offs

Employment Type: Full-time

About Sigma Solve Ltd.

Sigma Solve Ltd. is a technology solutions company delivering innovative software and digital solutions to clients across global markets. We are looking for a customer-focused L1 Technical Support Engineer to join our support team and provide first-level technical assistance to international clients.

Job Summary

The L1 Technical Support Engineer will be the first point of contact for client-reported technical issues. The role involves monitoring support requests, performing initial troubleshooting, handling production incidents, coordinating with internal technical teams, and ensuring timely communication and resolution within defined SLAs.

The ideal candidate should have good technical troubleshooting skills, strong English communication, and the ability to remain calm and professional while handling critical production incidents.

Key Responsibilities

Provide first-level technical support to international clients.

Monitor and respond to support tickets, emails, and incident notifications.

Troubleshoot application and production-related issues.

Perform initial investigation and identify the probable source of an issue.

Review application logs, error messages, and basic system information.

Handle incidents according to defined priority and SLA requirements.

Support and coordinate during critical P1/P2 production incidents.

Collect relevant logs, screenshots, timestamps, and technical information.

Escalate issues to Development, DevOps, Infrastructure, or other technical teams when required.

Follow up with internal teams until the issue is resolved.

Provide timely and professional updates to international clients.

Maintain accurate incident and support documentation.

Assist with basic application testing after fixes or deployments.

Contribute to knowledge-base documentation and support processes.

Required Technical Skills

1–3 years of experience in Technical Support, Application Support, Production Support, or L1 Support.

Basic knowledge of Microsoft Azure or AWS.

Good understanding of SQL / SQL Server.

Basic knowledge of REST APIs and API troubleshooting.

Understanding of web applications and client-server architecture.

Basic knowledge of IIS, Windows Server, or Linux.

Understanding of Production, UAT, Staging, and Development environments.

Ability to read and interpret application logs.

Basic understanding of deployment and CI/CD concepts.

Familiarity with Azure DevOps, Jira, Postman, and SSMS is preferred.

Incident Management

The candidate should have an understanding of:

Incident prioritization – P1, P2, P3, P4

SLA and response timelines

Escalation procedures

Root Cause Analysis (RCA)

Production outage communication

Incident documentation and status updates

Communication & Customer Handling

Excellent written and verbal English communication.

Ability to communicate effectively with international clients.

Professional handling of customer complaints and escalations.

Ability to explain technical issues in simple and clear language.

Comfortable participating in client calls.

Ability to remain calm and professional during critical incidents.

Preferred Tools

Azure DevOps

Jira

Postman

SQL Server Management Studio (SSMS)

Microsoft Teams

Outlook

Remote Desktop (RDP)

Azure Monitor / Application Insights

Soft Skills

Strong problem-solving ability

Customer-focused approach

Ownership and accountability

Attention to detail

Good coordination and follow-up skills

Ability to work under pressure

Willingness to learn and adapt

Candidate Requirements

Bachelor's degree in Computer Science, IT, Engineering, or a related field.

1–3 years of relevant technical/application support experience.

Strong troubleshooting and analytical skills.

Good English communication skills.

Willingness to work 3:00 AM – 12:00 PM IST.

Willingness to work 6 days a week with rotational weekly offs.

Comfortable providing support to international clients.

Immediate joiners / short-notice candidates will be preferred.

Why Join Sigma Solve Ltd.?

Opportunity to work with international clients.

Exposure to modern cloud and technical support environments.

Learning and growth opportunities.

Collaborative and professional work environment.

Opportunity to build expertise in Application Support, Cloud, Incident Management, and DevOps.