{"schemaVersion":"jobsearcher.job.v1","id":"1da0afd408c94ca510c5b7da","url":"https://jobsearcher.com/jobs/1da0afd408c94ca510c5b7da","canonicalUrl":"https://jobsearcher.com/jobs/1da0afd408c94ca510c5b7da","title":"L1 Support Engineer","description":"L1 Support Engineer\nLocation: Dallas, TX / Austin, TX\nOnsite Only\nAbout the Role\nThis 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.\nThis is a support role, not a design role — but it is heavy on critical thinking. SOPs and runbooks are your starting point, not a substitute for judgment: the platform generates significant alert volume, including false alerts, and your value is in reasoning through what a page actually means, separating real incidents from noise, and investigating comprehensively before anything reaches L2. It is a strong role for engineers with traffic-domain expertise who want structured production experience on a Tier 0 platform at real enterprise scale.\n-What We’re Looking For\n2–5 years of hands-on production support / operations engineering experience\nWorking 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\nStrong 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\nComfortable running Linux command line under time pressure — reading logs, running basic network diagnostics (curl, dig, netstat), navigating kubectl for pod / service inspection\nPractical experience with PagerDuty, Jira, and Slack in an operational context\nReading-level proficiency with observability dashboards — Splunk, Wavefront, Datadog, Grafana, or comparable — enough to spot anomalies and pull evidence for an escalation\nStrong written communication for incident notes and escalation handoffs — you can write a clear, factual timeline that another engineer can pick up\nDiscipline 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\nUS work authorization; able to work Austin business hours with occasional secondary on-call rotation\nNice to Have\nPrior experience in a 24/7 managed-service operations environment (NOC, SOC, or platform support team)\nFamiliarity with kubernetes / container operations — enough to check pod status, read logs, restart a pod when the runbook says to\nUnderstanding of network fundamentals — TLS, mTLS, DNS, load balancers, rate limiting, HTTP status codes\nPrior work in fintech, SaaS, or large-scale consumer product engineering environments where uptime matters\nShift Model\nPrimary window: Austin business hours — 8:00 AM – 6:00 PM Central Time (Monday through Friday)\nOn-call rotation: 1-in-4 secondary on-call rotation for Sev-3 escalations during US hours\nCoverage overlap: 60 minutes of shift-handoff overlap with the IDC (India / Bangalore) team at end of each business day\nWeekend / holiday coverage: Delivered by IDC team; US L1 team is Monday-Friday\nWhat You’ll Do\nServe as the primary first-responder for support tickets, PagerDuty pages, and Slack help requests during US business hours\nValidate alerts before acting or escalating — distinguish real incidents from false alerts, and flag recurring false positives so alert quality improves over time\nApply 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\nPerform thorough first-level diagnosis — log correlation, error code lookups (4xx/5xx investigation), certificate expiry checks, traffic pattern review — using established tooling\nExecute standard operational tasks defined in runbooks — cert renewal steps, config change requests, rate-limit adjustments, service onboarding checklists\nEscalate 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)\nOwn ticket bridge and communications for Sev-3 tickets during your window; loop L2 in for Sev-1 and Sev-2 per escalation matrix\nMaintain accurate ticket updates in Jira — clear status, next steps, blockers\nContribute to SOP and runbook improvements when you notice a step is unclear, outdated, or missing\nPerform comprehensive shift hand-off to the IDC team at end of your window — signed handover with open tickets and in-flight work\nExperience:\nproduction support / operations engineering : 5 years (Required)\nAPI gateways : 5 years (Required)\nservice mesh : 5 years (Required)\nWork Location: In person","company":"Ameitsolution","rawCompany":"ameitsolution","city":"Austin","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-03T23:32:52.147Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"L1 Support Engineer","description":"L1 Support Engineer\nLocation: Dallas, TX / Austin, TX\nOnsite Only\nAbout the Role\nThis 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.\nThis is a support role, not a design role — but it is heavy on critical thinking. SOPs and runbooks are your starting point, not a substitute for judgment: the platform generates significant alert volume, including false alerts, and your value is in reasoning through what a page actually means, separating real incidents from noise, and investigating comprehensively before anything reaches L2. It is a strong role for engineers with traffic-domain expertise who want structured production experience on a Tier 0 platform at real enterprise scale.\n-What We’re Looking For\n2–5 years of hands-on production support / operations engineering experience\nWorking 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\nStrong 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\nComfortable running Linux command line under time pressure — reading logs, running basic network diagnostics (curl, dig, netstat), navigating kubectl for pod / service inspection\nPractical experience with PagerDuty, Jira, and Slack in an operational context\nReading-level proficiency with observability dashboards — Splunk, Wavefront, Datadog, Grafana, or comparable — enough to spot anomalies and pull evidence for an escalation\nStrong written communication for incident notes and escalation handoffs — you can write a clear, factual timeline that another engineer can pick up\nDiscipline 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\nUS work authorization; able to work Austin business hours with occasional secondary on-call rotation\nNice to Have\nPrior experience in a 24/7 managed-service operations environment (NOC, SOC, or platform support team)\nFamiliarity with kubernetes / container operations — enough to check pod status, read logs, restart a pod when the runbook says to\nUnderstanding of network fundamentals — TLS, mTLS, DNS, load balancers, rate limiting, HTTP status codes\nPrior work in fintech, SaaS, or large-scale consumer product engineering environments where uptime matters\nShift Model\nPrimary window: Austin business hours — 8:00 AM – 6:00 PM Central Time (Monday through Friday)\nOn-call rotation: 1-in-4 secondary on-call rotation for Sev-3 escalations during US hours\nCoverage overlap: 60 minutes of shift-handoff overlap with the IDC (India / Bangalore) team at end of each business day\nWeekend / holiday coverage: Delivered by IDC team; US L1 team is Monday-Friday\nWhat You’ll Do\nServe as the primary first-responder for support tickets, PagerDuty pages, and Slack help requests during US business hours\nValidate alerts before acting or escalating — distinguish real incidents from false alerts, and flag recurring false positives so alert quality improves over time\nApply 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\nPerform thorough first-level diagnosis — log correlation, error code lookups (4xx/5xx investigation), certificate expiry checks, traffic pattern review — using established tooling\nExecute standard operational tasks defined in runbooks — cert renewal steps, config change requests, rate-limit adjustments, service onboarding checklists\nEscalate 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)\nOwn ticket bridge and communications for Sev-3 tickets during your window; loop L2 in for Sev-1 and Sev-2 per escalation matrix\nMaintain accurate ticket updates in Jira — clear status, next steps, blockers\nContribute to SOP and runbook improvements when you notice a step is unclear, outdated, or missing\nPerform comprehensive shift hand-off to the IDC team at end of your window — signed handover with open tickets and in-flight work\nExperience:\nproduction support / operations engineering : 5 years (Required)\nAPI gateways : 5 years (Required)\nservice mesh : 5 years (Required)\nWork Location: In person","datePosted":"2026-08-03T23:32:52.147Z","dateModified":"2026-08-03T23:32:52.147Z","hiringOrganization":{"@type":"Organization","name":"Ameitsolution","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Austin","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1da0afd408c94ca510c5b7da"},"url":"https://jobsearcher.com/jobs/1da0afd408c94ca510c5b7da"}}