> Markdown version of [/jobs/ext/730247-application-support-engineer-l1](https://www.wearedevelopers.com/jobs/ext/730247-application-support-engineer-l1). 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). --- # Application Support Engineer, L1 - **Company:** Viaplus By Vinci Highways - **Location:** Plano, TX, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Application Performance Management, Microsoft Outlook, Monitoring of Systems, Issue Tracking Systems, Microsoft Office, Nagios, Operational Data Store, Application Data, SQL Databases, Data Processing - **Published:** June 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=656a8f03e2b2afff ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * Basic proficiency with Microsoft Office tools (Excel, Word, Outlook, Teams) * Proficiency in SQL for querying and analyzing application data * Experience with ITSM tools (FreshService or similar preferred) * Familiarity with monitoring and alerting tools * Strong analytical and problem-solving skills * Excellent written and verbal communication skills * Ability to follow structured processes and procedures, To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. * Experience with incident management and ticketing systems * Experience working with system monitoring tools * Ability to work effectively in a fast-paced, high-volume environment * Strong attention to detail and organizational skills, * Bachelor of Business, Science, Industrial Engineering, or Technology Management degree preferred * 1-3 years' experience in application support ## Description The L1 Application Support Engineer provides first-level technical support for production applications across multiple projects. This role is responsible for ticket triage, initial troubleshooting, and resolution of known issues, ensuring adherence to service level agreements (SLAs) and operational procedures. The position serves as a critical point of contact between end users and technical teams, focusing on maintaining system stability, monitoring alerts, executing defined runbooks, and escalating complex issues to L2/L3 support teams when required. Success in this role requires strong analytical thinking, attention to detail, effective communication skills, and the ability to operate in a fast-paced, high-volume environment. Participation in shift-based coverage and on-call support may be required., Incident & Request Management * Triage incoming tickets, ensuring proper categorization, prioritization, and assignment * Resolve standard L1 service requests, incidents, and known issues following defined procedures * Escalate incidents to L2/L3 teams based on severity, impact, and escalation criteria * Monitor and manage ticket queues to ensure SLA compliance for response and resolution times * Document all troubleshooting steps, findings, and resolutions clearly within the ticketing system Troubleshooting & Support * Perform initial troubleshooting, data collection, and analysis to identify issues * Creation of basic queries or execute predefined queries and scripts to support issue investigation * Provide end-user support by guiding users through troubleshooting steps and resolving technical issues * Follow standard operating procedures (SOPs) and runbooks for incident resolution Monitoring & Production Support * Monitor application performance, system alerts, and availability using monitoring tools * Respond to alerts and correlate events with incidents to detect and address potential issues proactively * Support production systems with a focus on system uptime, transaction accuracy, and service continuity Collaboration & Escalation * Coordinate with L2/L3 support teams for timely resolution of complex issues * Provide detailed information, logs, and observations to support escalation and root cause analysis efforts * Support validation activities following deployments or releases as needed Knowledge & Documentation * Maintain and update knowledge base articles for recurring issues and resolutions * Contribute operational data and inputs to support reporting and continuous improvement efforts * Ensure accurate and complete documentation of tickets for audit and knowledge-sharing purposes * Collaborate with L2/L3 teams on RCA documentation Compliance & Data Handling * Handle sensitive system and user data in accordance with organizational security and compliance requirements * Adhere to defined operational processes and contractual service obligations Other Responsibilities * Participate in shift-based support and on-call rotations as required * Perform other related duties as assigned ## Related Videos - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Valven Atlas: Engineering Intelligence That Delivers](https://www.wearedevelopers.com/videos/1660-valven-atlas-engineering-intelligence-that-delivers) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)