L1 Support Engineer

TL;DR

L1 Support Engineer: First point of contact for incoming tickets focused on queue management, triage, and resolution of known issues using knowledge base articles (89% coverage). Focus on structured problem-solving, providing user guidance, and escalating complex issues with full reproduction context.

Location: Remote (Argentina)

Company

Dynamic tech service provider supporting enterprise clients worldwide across Fintech, Professional Services, Logistics, Healthcare, and Agriculture, with a global team of over 1,000 professionals and delivery centers in Europe, US, and Argentina.

What you will do

• Monitor application support queues in ServiceNow and triage incoming tickets, assessing priority and initiating SLA clocks
• Resolve documented issues independently using knowledge base articles and provide user guidance on login, access, navigation, and workarounds
• Escalate undocumented or complex issues to L2 with full context including steps, environment, and logs
• Ensure SLA timestamps for P3/P4 responses are captured within contractual windows and participate in P1/P2 incident calls for documentation support
• Maintain and update KB articles based on recurring patterns and log all actions in ServiceNow

Requirements

• ITSM: ServiceNow ticket lifecycle, work notes, SLA awareness
• Authentication: SSO, SAML, Okta troubleshooting for login and access issues
• SQL basics: Run read-only SELECT queries to verify data
• Monitoring: Datadog dashboards and alerts reading
• Linux basics: Reading logs and checking service status
• English required for all client communication, tickets, and escalations
• 1–3 years in IT support, helpdesk, or application support; no development background required

Nice to have

• Experience supporting enterprise Java applications
• ITIL Foundation certification

Culture & Benefits

• No on-call obligation; standard business hours only, with P1/P2 after-hours handled by Tech Lead rotation
• People-first culture with commitment to responsible growth and community CSR activities
• Global team environment partnering with leading brands for innovative digital solutions