L1 Application Support Engineer

2 weeks ago

Islamabad, Islamabad, Pakistan Hr Pod Hiring Talent Globally Full time 900,000 - 1,200,000 per year
About the job L1 Application Support Engineer - Data Science Solutions (Onsite, Islamabad, Remittance Salary)

Requirements:

  • Bachelors or Masters degree in Computer Science, Information Technology, or a related technical field.
  • 1-3 years of experience in L1 technical support or application support, preferably for SaaS, AI/ML, or data-heavy platforms.
  • Strong SQL knowledge for database queries and data validation.
  • Understanding of REST APIs, JSON payloads, and web service interaction patterns.
  • Experience using ticketing and project management tools (e.g., JIRA, OTRS, Zendesk).
  • Familiarity with log analysis, basic command-line tools, and remote troubleshooting procedures.
  • Excellent verbal and written communication skills with strong follow-up and customer handling experience across geographies.
  • Strong problem-solving skills with a customer-first mindset.
  • Ability to work in a 24/7 rotational shift environment.
  • Exposure to cloud environments (AWS, GCP, Azure) and scripting (e.g., Python, Bash) is a plus.
  • Preferred (Nice to Have) Understanding of ML model outputs, pipeline errors, or data processing workflows.
  • Familiarity with tools like Jupyter, Airflow, Datadog, or other monitoring/logging platforms.
  • Ability to contribute to knowledge base development and continual improvement of support playbooks.

Responsibilities:

  • Act as the first point of contact for customers seeking technical assistance via phone, email, or chat across international time zones
  • Deliver first-line support for complex data science applications, covering API integrations, model outputs, workflow issues, and system configurations.
  • Organize and lead diagnostic sessions to gather logs, environment details, and reproducible error conditions.
  • Use internal Knowledge Base (KBDB) to provide resolutions for known issues and support recurrence management.
  • Create, manage, and update support tickets with detailed documentation of symptoms, diagnostics performed, and resolution steps.
  • Maintain SLA compliance and perform structured escalation of unresolved, critical, or complex cases to L2 and L3 engineering teams.
  • Coordinate across shifts and global teams to ensure continuity of support and closure of issues across time zones.
  • Troubleshoot SQL-based issues, configurations, and data inconsistencies.
  • Support onboarding and implementation activities, including product configuration, API certification, and environment validation.
  • Document new or updated troubleshooting procedures and contribute to continuous improvement of support documentation.
  • Monitor trends in issues to proactively raise patterns and feedback to product/engineering teams.

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