L1 Support Engineer

Qode•California, CA

1d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Associate's or Bachelor's degree in a related field (e.g., Computer Science, Information Technology) preferred.

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.