L1 Production Support Engineer

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.