Technical Support Specialist - L1

Role overview

Troubleshooting and escalation

• Diagnose and resolve L1 access, authentication, configuration, integration, data sync, browser, and environment issues independently.
• Investigate ambiguous issues, determine root causes, and use judgment to resolve or escalate rather than passing along symptoms.
• Analyze logs and account configuration, reproduce issues across environments, and distinguish client-specific, platform-wide, and known-bug issues.
• Own escalations with clear handoff notes covering reproduction steps, logs, impact, and attempted fixes; judge severity and incident triggers.
• Identify ticket patterns and surface systemic issues to engineering or product before they become widespread.
• Correlate tickets with releases and deployments, escalate suspected release-related issues, and include timestamps, affected environments, and versions.
• Run basic environment health checks, confirm service status and application versions, and perform approved actions such as clearing caches or restarting services.
• Serve as a subject matter expert for assigned platform modules, product lines, or client segments.

Client relationships

• Manage key or enterprise accounts and high-visibility client situations, including sensitive or escalated issues.
• Lead client calls for complex or multi-session issues, set expectations, and own communication through resolution.
• Use discretion to de-escalate issues and decide when to involve a manager.
• Share recurring pain points, churn-risk signals, and proactive outreach opportunities with account and client success teams.
• Represent support in cross-functional conversations about client-impacting issues.

Knowledge and process ownership

• Audit and improve the knowledge base, write articles, and establish documentation standards.
• Design or refine triage workflows, escalation criteria, and runbooks based on recurring failure patterns.
• Lead new-hire onboarding and training, including development of training materials.
• Represent L1 in retrospectives, post-incident reviews, and cross-team process discussions; act as an escalation point for other L1 agents.

Experience and technical qualifications

• 3–5 years in technical support or helpdesk, with demonstrated growth in scope and ownership.
• Track record of handling escalated or high-visibility client issues and experience mentoring or informally leading peers.
• Knowledge of enterprise platforms, browsers, Windows and Mac environments, and SSO, MFA, and role-based permissions.
• Comfort reading logs and using admin or configuration tools; working knowledge of DNS, VPN, API basics, and HTTP status codes.
• Basic SQL, end-to-end SDLC knowledge, and application support lifecycle knowledge.
• Experience creating and maintaining application SOPs and knowledge base content; understanding of product architecture.
• Proactive monitoring through monitoring tools and log reviews.
• Foundational DevOps awareness: CI/CD, deployments, dev/test/staging/prod environments, Git basics, and build or deployment status tools.
• Sound independent judgment, coaching and feedback skills, executive-ready communication, and a collaborative, process-oriented approach.
• Comfort supporting managed SaaS and on-premises or air-gapped client installations.

Tools and preferred experience

• Familiarity with ticketing and monitoring tools such as Zendesk, Jira Service Management, Statuspage, or Datadog.
• Exposure to DevOps or release processes, SaaS/platform support, or the specific product stack is preferred.
• Arabic language skills are preferred.

About AI71

• AI71 builds secure, enterprise-ready AI applications for developers, businesses, and governments, with a focus on research, responsible technology, and real-world impact.
• The company describes mission-driven work, career growth, competitive compensation and benefits, and a flexible working environment with modern tools.