Application Support Specialist (L1)

Role Overview

The L1 Helpdesk Support Engineer serves as the first point of contact for partners and internal users encountering issues related to API integrations. The role focuses on initial issue triage, basic troubleshooting, and escalation of technical issues involving APIs, cryptographic components, and application behaviour.

The engineer will work closely with L2/L3 support and engineering teams to ensure timely resolution of incidents while maintaining service quality and security standards.

Key Responsibilities

First-Line Technical Support

• Act as the first point of contact for API and integration-related support requests

• Receive, log, categorise, and prioritise incidents and service requests

• Perform initial troubleshooting based on runbooks and knowledge articles

• Identify whether issues are configuration, usage, or system-related

API Integrat...