L1 Technical Support Analyst

Outsourced; Ahmedabad District; On-site; INR 300,000 - 450,000; Full time

Job summary

A leading technology support provider in India seeks a Technical Support Analyst (L1) to provide frontline customer support and issue resolution. This role involves handling Level 1 tickets, assisting users, and troubleshooting technical issues. The ideal candidate should have strong technical skills, excellent communication, and experience in customer support. Weekend work may be required, making flexibility essential. Join us for an opportunity to enhance customer satisfaction and resolve technical challenges efficiently.

Qualifications

• Minimum 1 year of experience in a technical support role.
• Minimum 3 years of experience in customer support.
• At least 1 year of experience as a networking administrator or in software development.

Responsibilities

• Provide frontline customer support and issue resolution.
• Handle Level 1 tickets and assist users across various channels.
• Diagnose and resolve system, software, and basic infrastructure issues.

Skills

Strong troubleshooting and problem-solving skills

Excellent written and verbal communication skills

Proficiency with SSH and command-line operations

Shell scripting (1+ year)

SQL (1+ year)

Knowledge of AI fine-tuning

Knowledge of AI inference

Experience with CRM platforms

Familiarity with observability tools

Tools

Docker

Job description

We are seeking an experienced Technical Support Analyst (L1) to provide frontline customer support, issue resolution, and technical troubleshooting. This role involves handling Level 1 tickets, assisting users across multiple communication channels, and escalating complex issues when necessary. The ideal candidate has strong technical knowledge, excellent communication skills, and a background in customer support and IT environments.

Note: This role may require weekend work (Saturday or Sunday) and may involve assigned shifts with flexibility to choose additional weekdays.

Required Qualifications

• Minimum 1 year of experience in a technical support role.
• Minimum 3 years of experience in customer support.
• At least 1 year of experience as a networking administrator or in software development.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.

Technical Skills

• Proficiency with:
• SSH and command-line operations
• Shell scripting (1+ year)
• SQL (1+ year)
• Strong asset: Docker and containerized application deployment.
• Plus: Knowledge of AI fine-tuning, AI inference, or machine learning workflows.

Preferred Skills

• Experience with CRM platforms and support ticketing systems.
• Familiarity with observability tools, logs, and performance monitoring.
• Ability to simplify technical information for non-technical users.
• Strong attention to detail, organization, and follow-through.
• Provide Level 1 technical and non-technical support to customers via email, phone, chat, and video calls (Google Meet, Zoom).
• Respond to customer inquiries with accurate, clear, and timely information.
• Manage all L1 support tickets, ensuring proper documentation and resolution.
• Meet service-level agreements (SLAs): 24 hours for basic issues and 72 hours for complex cases.
• Achieve and maintain a Customer Satisfaction (CSAT) score above 95%.
• Educate customers on product features and best practices for issue prevention and self-service.

Troubleshooting & Technical Support

• Diagnose and resolve issues related to systems, software functionality, account access, configurations, and basic infrastructure.
• Use diagnostic tools, logs, monitoring systems, and observability tools to identify root causes.
• Analyze system behavior, errors, performance issues, and environment configurations.
• Escalate advanced issues to Level 2/Level 3, engineering, development, or support leads.

Documentation & Knowledge Management

• Create and update internal documentation and knowledge base articles for new or recurring issues.
• Translate technical concepts into clear instructions for non-technical users.
• Maintain accurate ticket notes, resolutions, and troubleshooting steps.

Cross-Functional Collaboration

• Work closely with engineering, development, QA, and support leadership to ensure seamless incident escalation.
• Follow up on escalated cases to confirm successful resolution.