{"@context":"https://schema.org","@type":"JobPosting","title":"L1 Production Support Engineer","description":"

Role & responsibilities

Receiving and logging customer issues via tickets, email, phone, or chat.
Performing initial troubleshooting using standard procedures and knowledge base articles.
Identifying, reproducing, and documenting issues with clear details.
Resolving common or known issues within defined SLAs.
Escalating complex issues to L2/L3 support or engineering teams with complete information.
Monitoring ticket queues and providing timely updates to customers.
Following up with customers until issues are resolved.
Maintaining accurate records of incidents, service requests, and resolutions.
Creating or updating knowledge base articles and SOPs.
Coordinating with development, QA, and infrastructure teams when required.
Monitoring application health and reporting critical incidents.
Ensuring compliance with support processes, quality standards, and SLAs.
Assisting users with product features, configurations, and basic training.

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