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.