L1 Technical Support Engineer (International Support)

Role Overview

Sigma Solve Ltd. is looking for a customer-focused L1 Technical Support Engineer to join our support team and provide first-level technical assistance to international clients. The role involves monitoring support requests, performing initial troubleshooting, handling production incidents, and ensuring timely resolution within defined SLAs.

Responsibilities

• Provide first-level technical support to international clients via tickets and emails.
• Troubleshoot application and production-related issues by reviewing logs and error messages.
• Handle and coordinate critical P1/P2 production incidents.
• Escalate complex issues to Development, DevOps, or Infrastructure teams.
• Maintain accurate incident documentation and assist with basic application testing.
• Provide professional updates to international clients and contribute to knowledge-base documentation.

Requirements

• 1–3 years of experience in Technical Support, Application Support, or Production Support.
• Bachelor's degree in Computer Science, IT, Engineering, or a related field.
• Excellent written and verbal English communication skills for international client interaction.
• Willingness to work the 3:00 AM – 12:00 PM IST shift.
• Ability to work 6 days per week with rotational weekly offs.
• Understanding of Incident Management, SLA, and Root Cause Analysis (RCA).

Skills

• Microsoft Azure
• SQL Server
• REST APIs
• Jira
• Postman