Technical Support Engineer: L1 Troubleshooter & Automation

Redolent Infotech Pvt. Ltd.; Sunnyvale (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Redolent Infotech Pvt. Ltd. in Sunnyvale, CA, is seeking a Technical Support Engineer for a direct client engagement in a 6 to 12+ month role. The position emphasizes L1 support, ticket management, and driving automation toward self-serve tools.

Responsibilities include setting up troubleshooting guides and monitoring, resolving issues within SLAs, and escalating when deeper expertise is needed. A bachelor's degree and 2–4 years of experience are required.

Qualifications

• Bachelor's degree in area of specialty and 2-4 years of experience.
• Experience in technical support for software and setups.
• Able to meet SLAs and escalate appropriately.

Responsibilities

• Provide L1 manual support for clients per escalation matrix.
• Manage tickets and resolve within SLAs; drive ticket closure.
• Develop automation toward self-serve support tools.
• Set up troubleshooting guides and monitor/alert systems.

Skills

L1 support

Ticket management

Automation

Troubleshooting

Escalation handling

Education

Bachelor's degree in area of specialty

Job description

Redolent Infotech Pvt. Ltd. in Sunnyvale, CA, is seeking a Technical Support Engineer for a direct client engagement in a 6 to 12+ month role. The position emphasizes L1 support, ticket management, and driving automation toward self-serve tools.

Responsibilities include setting up troubleshooting guides and monitoring, resolving issues within SLAs, and escalating when deeper expertise is needed. A bachelor's degree and 2–4 years of experience are required.