L1 Support Engineer

L-1 Support Engineer

Location: San Jose, USA
Workplace Type: Onsite

About the Role

We are seeking a proactive and customer-focused L-1 Support Engineer to provide exceptional technical assistance to our clients. In this role, you will be responsible for delivering SOP-based support, troubleshooting issues, and ensuring customer satisfaction. The ideal candidate will possess strong communication skills, a customer-first mindset, and the ability to work effectively in a team environment. You will play a crucial role in maintaining the stability and performance of our systems while providing timely and accurate support to our valued customers. This position requires a detail-oriented individual with excellent problem-solving skills and a commitment to continuous improvement. You will be expected to follow established runbooks, contribute to their refinement, and maintain thorough documentation of all support activities. If you are passionate about technology, dedicated to customer service, and thrive in a fast-paced environment, we encourage you to apply.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Follow established runbooks and standard operating procedures (SOPs) to resolve customer issues.
• Document all support activities, including troubleshooting steps and resolutions, in a clear and concise manner.
• Escalate complex issues to higher-level support teams as needed.
• Monitor system performance and identify potential issues before they impact customers.
• Contribute to the improvement of runbooks and SOPs based on experience and customer feedback.
• Collaborate with team members to share knowledge and best practices.
• Maintain a strong understanding of our products and services.
• Ensure customer satisfaction by providing timely and effective support.
• Proactively identify opportunities to improve the customer support experience.

Required Skills & Qualifications

• Strong and clear written and verbal communication skills.
• Customer-first mindset with a focus on empathy and stakeholder communication.
• Excellent attention to detail and documentation discipline.
• Proven problem-solving and structured troubleshooting abilities.
• Demonstrated ownership, urgency, and team collaboration skills.
• Ability to follow runbooks and improve them over time.
• Good understanding of collaboration tools like Microsoft Teams/Outlook/Webex.
• Basic understanding of networking concepts and protocols.
• Familiarity with ticketing systems and knowledge base tools.
• Associate's or Bachelor's degree in a related field (e.g., Computer Science, Information Technology) preferred.

Additional Information

This is a full-time position located in San Jose, USA. The role requires the ability to work onsite during standard business hours. We offer a competitive salary and benefits package, including health insurance, paid time off, and opportunities for professional development. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. The successful candidate will be subject to a background check. We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service. If you are a proactive and results-oriented individual with a strong work ethic, we encourage you to apply. Join our team and contribute to our mission of providing world-class support to our customers.