Support Engineer 1

Role & responsibilities

The L1 Support Engineer provides first-line technical support for AI and data platform and applications, ensuring timely resolution of incidents and service requests. This role focuses on troubleshooting, process adherence, and proactive improvement of support workflows.

This position reports to the AI & Data Infrastructure Lead and is part of the Digital Products Development Group.

In this role, you will have the opportunity to:

• Respond to and resolve Level 1 technical issues across cloud-based environments (primarily Azure, AWS) and data platforms such as Snowflake.
• Perform initial diagnostics, triage, and escalation following standard operating procedures.
• Document solutions and contribute to knowledge base articles to improve future resolution times.
• Assist in scripting or basic coding tasks to automate repetitive support activities.
• Collaborate with cross-functional teams to identify recurring issues and propose process improvements.

Preferred candidate profile

Ticketing Tools Experience: such as ServiceNow, Jira, or equivalent.

• Education & Experience: Associate degree or equivalent technical certification; 45 years in IT support or related role.

• Technical Skills: Hands-on familiarity with Microsoft Azure services and Snowflake; coding experience (e.g.: Python, PowerShell, Bash, or SQL); willing to automate recurring operational tasks (e.g.: Azure Automate or similar).

• Process Orientation: Ability to follow and help establish standard work for incident handling and escalation.

• Strong communication skills for interacting with end-users and technical teams.