Support Engineer L0

Job Summary

We are looking for a Support Engineer L0 to provide first-line technical support and assist in maintaining the stability and availability of customer applications and systems. The role will primarily involve monitoring, ticket handling, initial issue triage, basic troubleshooting, documentation, and timely escalation of issues to the appropriate technical teams.

The ideal candidate should have good analytical and problem-solving skills, strong communication abilities, and a willingness to work in a customer-facing technical support environment.

Key Responsibilities

• Monitor applications, systems, and support dashboards to identify potential issues or alerts.
• Act as the initial point of contact for technical support queries and incidents.
• Perform basic troubleshooting and initial investigation of application or system issues.
• Review logs, alerts, and available documentation to identify the nature and impact of issues.
• Create, update, categorize, and prioritize support tickets in accordance with defined processes and SLAs.
• Follow established troubleshooting procedures, knowledge articles, and runbooks for issue resolution.
• Escalate complex or unresolved issues to L1/L2 support, engineering, or operations teams with relevant troubleshooting details.
• Communicate issue status and updates clearly with internal teams and customers, where required.
• Maintain accurate records of incidents, actions taken, and resolutions.
• Identify recurring issues and highlight patterns to the appropriate support or technical teams.
• Follow defined support processes, SLAs, and escalation procedures.
• Participate in rotational shifts, including weekends, holidays, or after-hours support as required.

Required Skills & Qualifications

• Bachelor's degree or equivalent qualification in Computer Science, Information Technology, or a related field.
• 3+ years of experience in technical support, application support, IT support, or a similar role.
• Basic understanding of application and system troubleshooting.
• Familiarity with incident, ticket, and issue management processes.
• Basic knowledge of SQL and databases is preferred.
• Basic understanding of application logs, monitoring, and system health.
• Familiarity with web applications and basic technical concepts.
• Good verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to follow documented processes and troubleshoot issues systematically.
• Good organizational skills and ability to manage multiple support tickets or tasks.

Working Environment

• Customer-facing technical support environment.
• Ability to work according to defined business hours and participate in rotational shifts/on-call support when required.
• Strong focus on SLA adherence, timely communication, accurate documentation, and effective escalation.