Position Available: L1 Support Engineer
Location: Austin, TX and Raleigh, NC
Duration: 6+Months
Description:
Review , Response , and Route (Test Payment Card):
Assess incoming requests, categorize based on predefined criteria, and provide initial resolution.
Example - Project teams needs devices for testing and Test Payment card for transaction testing like iPhone, watches, iPad , payment credit / debit cards etc. They submit intake form so L1 person has to validate it based on the policy. If request is not matching with the policy then send the form to the next level for review or any missing detail then assign the ticket back to project team.
Collect and Prepare Data (Anomaly Detection):
- Gather relevant data from inbound tickets, format and prepared the data, and share with SMEs
Example -for certificates, they are collecting the list of merchants /partners whose certificate is going to expire in 30 days, notifying the account owners, and sending out the certificate renewal email from prepared responses
Monitor and Report (Outage Support):
- Track system performance and key metrics, identify deviations, and escalate as needed
Example- Monitoring and reporting would be for outage support. L1 would be monitoring outage and issue notifications and then reporting trends out to the L2 Support Ops to engage with the SRE team