L1 Support Engineer, Managed Services & Premium Support

Job Description

• Receive and acknowledge incoming customer requests across email, ticketing portal, and chat — per SLA response times
• Triage and categorize tickets correctly so they get to the right specialist or queue
• Resolve common requests using our runbook library — user provisioning, access changes, basic configuration, status checks, license operations, simple integrations
• Escalate complex incidents to L2 Cloud Ops, AMS engineers, APIOps specialists, or the relevant Platform Specialist with a clean handoff brief
• Maintain ticket hygiene — priority, time tracking, customer communication, closure notes
• Contribute to the runbook library — every recurring ticket becomes a runbook so the next L1 can resolve it faster
• Coordinate with the Service Level Manager on customer-facing communications and status updates

Minimum Qualifications <...