L1 Support Engineer

The Value Maximizer; California; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development opportunities

Job summary

Talantir is seeking an L-1 Support Engineer in San Jose, USA, onsite. The role focuses on delivering SOP-based support, troubleshooting, and ensuring customer satisfaction through effective communication and technical knowledge.

You will follow established runbooks, document all activities, and collaborate with a team to maintain system stability and performance. A degree in CS/IT is preferred, with strong problem-solving and documentation skills driving success.

Qualifications

• Candidate must have strong written and verbal communication skills.
• Customer-first mindset with empathy and stakeholder communication.
• Attention to detail and documentation discipline.
• Proven problem-solving and structured troubleshooting abilities.
• Demonstrated ownership, urgency, and teamwork.
• Ability to follow and improve runbooks over time.
• Familiarity with collaboration tools like MS Teams/Outlook/Webex.
• Basic networking concepts and protocols.
• Experience with ticketing systems and knowledge bases.
• Associate's or Bachelor's degree in a related field is preferred.

Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Follow runbooks and SOPs to resolve issues.
• Document troubleshooting steps and resolutions clearly.
• Escalate complex issues to higher-level teams as needed.
• Monitor system performance and identify potential issues early.
• Contribute to improving runbooks and SOPs based on feedback.
• Collaborate with teammates and share knowledge.
• Maintain strong understanding of products and services.
• Ensure customer satisfaction with timely support.
• Identify opportunities to improve customer support experience.

Skills

Clear communication

Customer-first mindset

Documentation discipline

Problem-solving

Team collaboration

Runbooks follow/improve

Networking basics

Ticketing systems knowledge

Knowledge base tools

Education

Associate's or Bachelor's degree in CS/IT

Tools

Microsoft Teams/Outlook/Webex

Ticketing systems

Knowledge base tools

Job description

Location: San Jose, USA

Workplace Type: Onsite

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.

Key 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

Required Skills & Qualifications

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

Additional Information

This is a full-time position located in San Jose, USA. The role requires the ability to work onsite during standard business hours.

• We offer a competitive salary and benefits package, including health insurance, paid time off, and opportunities for professional development.

We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The successful candidate will be subject to a background check.

We are looking for individuals who are passionate about technology and dedicated to providing exceptional customer service.

Join our team and contribute to our mission of providing world-class support to our customers.