Onsite L1 Support Engineer - Customer-First Tech Help

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

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.