> Markdown version of [/jobs/ext/1452719-l1-support-engineer](https://www.wearedevelopers.com/jobs/ext/1452719-l1-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L1 Support Engineer - **Company:** AME IT Solutions - **Location:** Austin, TX, United States - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** JIRA, Software as a Service, Configuration Management, Domain Name System (DNS), Error Codes, Hypertext Transfer Protocols (HTTP), Statistical Hypothesis Testing, CURL, Linux Commands, Networking Basics, Datadog, Load Balancing, Istio, Grafana, Apigee, Rate Limiting, Kubernetes, Slack, Linkerd (Service Mesh), Wavefront, Api Gateway, Splunk, Pagerduty - **Published:** July 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=51a960e83a90a921 ## About the Role * 2-5 years of hands-on production support / operations engineering experience * Working domain expertise in both API gateways and service mesh - API gateways (Apigee, Kong, AWS API Gateway, or comparable) and service mesh (Istio, Envoy, Linkerd) are core to this role, not optional; exposure to configuration management systems, MCP Gateway or protocol gateways, and load balancing / traffic routing is a strong plus * Strong critical thinking under pressure - you can form and test hypotheses about unfamiliar failures rather than only pattern-matching against a runbook, and you know when something's off before the dashboard says so * Comfortable running Linux command line under time pressure - reading logs, running basic network diagnostics (curl, dig, netstat), navigating kubectl for pod / service inspection * Practical experience with PagerDuty, Jira, and Slack in an operational context * Reading-level proficiency with observability dashboards - Splunk, Wavefront, Datadog, Grafana, or comparable - enough to spot anomalies and pull evidence for an escalation * Strong written communication for incident notes and escalation handoffs - you can write a clear, factual timeline that another engineer can pick up * Discipline to apply the SOP accurately, judgment to investigate beyond it when it doesn't apply, and initiative to update it when it needs a fix * US work authorization; able to work Austin business hours with occasional secondary on-call rotation, * Prior experience in a 24/7 managed-service operations environment (NOC, SOC, or platform support team) * Familiarity with kubernetes / container operations - enough to check pod status, read logs, restart a pod when the runbook says to * Understanding of network fundamentals - TLS, mTLS, DNS, load balancers, rate limiting, HTTP status codes * Prior work in fintech, SaaS, or large-scale consumer product engineering environments where uptime matters, * production support / operations engineering : 5 years (Required) * API gateways : 5 years (Required) * service mesh : 5 years (Required) ## Description This is a hands-on L1 support role - you will be the first responder for support tickets and PagerDuty pages during US business hours, triaging and validating alerts, driving comprehensive first-level diagnosis, and resolving what can be resolved at L1. When a problem is genuinely beyond L1 scope, you escalate to L2 with a well-evidenced, well-documented handoff - after a thorough first-level investigation, not instead of one., * Serve as the primary first-responder for support tickets, PagerDuty pages, and Slack help requests during US business hours * Validate alerts before acting or escalating - distinguish real incidents from false alerts, and flag recurring false positives so alert quality improves over time * Apply established SOPs and runbooks - with judgment - to triage and resolve incidents across the platform's Gateway and Mesh components, where the bulk of alert volume lands * Perform thorough first-level diagnosis - log correlation, error code lookups (4xx/5xx investigation), certificate expiry checks, traffic pattern review - using established tooling * Execute standard operational tasks defined in runbooks - cert renewal steps, config change requests, rate-limit adjustments, service onboarding checklists * Escalate to L2 only after comprehensive first-level assessment - with a clean, well-documented handoff (what happened, what you tried, what evidence you gathered, what you think is going on) * Own ticket bridge and communications for Sev-3 tickets during your window; loop L2 in for Sev-1 and Sev-2 per escalation matrix * Maintain accurate ticket updates in Jira - clear status, next steps, blockers * Contribute to SOP and runbook improvements when you notice a step is unclear, outdated, or missing * Perform comprehensive shift hand-off to the IDC team at end of your window - signed handover with open tickets and in-flight work ## Related Videos - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [Don’t Insert Crazy! 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