Product Support Engineer / L1 Support

L1 Support Engineer

Experience: 1-3 Years

Job Summary

We are looking for an L1 Support Engineer to join our Production Support team. The ideal candidate will have experience in application or production support and possess strong troubleshooting skills. This role involves monitoring production environments, resolving incidents, handling support tickets, and collaborating with cross-functional teams to ensure smooth business operations.

Key Responsibilities

• Monitor production applications and respond to incidents in a timely manner.
• Analyze and troubleshoot application issues using SQL queries and Linux commands.
• Manage, track, and resolve incidents through ticketing tools such as Jira, ServiceNow, or similar platforms.
• Perform initial root cause analysis and escalate complex issues to L2/L3 support teams.
• Ensure adherence to SLAs while handling production incidents and service requests.
• Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
• Coordinate with development and operations teams to ensure timely issue resolution.
• Participate in shift-based production support activities.

Required Skills

• 1-3 years of experience in Application Support, Production Support, or Technical Support.
• Strong knowledge of SQL for data analysis and troubleshooting.
• Good understanding of Linux commands and server navigation.
• Hands-on experience with ticketing tools such as Jira, ServiceNow, Remedy, or similar.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Good communication and stakeholder management skills.
• Willingness to work in rotational shifts.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Exposure to fintech, payment gateways, or banking applications is an added advantage.