Customer Service L1 Support Engineer

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Job Summary:

Role & responsibilities

• Act as the first line of contact for customers via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.
• Provide timely and accurate responses to customer queries.
• Escalate complex problems to higher-level support engineers (L2/L3).
• Log all interactions, incidents, and resolutions in the support system.
• Monitor system alerts and respond to critical incidents within defined SLAs.
• Collaborate with internal teams to ensure customer satisfaction.
• Follow standard procedures for proper escalation of unresolved issues.
• Maintain a high level of professionalism and empathy in all interactions.
• Contribute to the creation and maintenance of knowledge base articles.

Preferred candidate profile

• Bachelors degree in computer science, Engineering, or equivalent experience.
• 25 years of experience in a technical support/customer service role.
• Basic knowledge of operating systems (Windows/Linux), networking fundamentals, and troubleshooting techniques.
• Familiarity with support tools like Zendesk, Freshdesk, Jira, ServiceNow, or similar.
• Excellent verbal and written communication skills.
• Ability to work in shifts and under pressure.
• Strong problem-solving skills and attention to detail.
• Willingness to learn and grow in a fast-paced environment.

Good to Have:

• Experience with ITIL processes and ticketing systems.
• Certifications such as ITIL Foundation, or Microsoft Certified: Azure Fundamentals or AWS
• Knowledge of cloud platforms, SaaS products, or CRM tools.

Shift & Work Environment:

• Rotational shifts (24x7 support model).
• In-Office and On-site depending on business needs