L1 Application Support Engineer

Position : L1 Application Support Engineer – Manufacturing & Supply Chain

Location : Atlanta, GA (Onsite)

Duration : Long term contract

Job Description

We are seeking a highly motivated and customer-focused L1 Support Engineer to provide first-line support for our software platform for manufacturing processes / Supply chain workflows. In this role, you will be the first point of contact for our clients, providing crucial front-line support for our software solution. You will be responsible for resolving basic technical issues, answering product-related questions, and ensuring a positive and efficient experience for our users. Your ability to communicate clearly and manage issues effectively will be key to maintaining high customer satisfaction. You will act as the first point of contact during and post go-live, helping resolve user queries, perform basic issue triaging, and escalate technical issues when needed.

Responsibilities : Category Skills

Technical Support Ticket handling (Jira, Zendesk, ServiceNow), Basic troubleshooting, Incident logging & tracking

Customer Communication Clear verbal & written communication, empathy, expectation setting

Domain Knowledge Basic understanding of ERP / WMS / MES platforms, manufacturing or supply chain workflows

Problem-Solving Issue triaging, analytical thinking, escalation processes

Collaboration Working with L2 / L3 support teams, documenting cases, shift readiness

Tools & Platforms Ticketing systems, enterprise software navigation, basic configuration guidance

Work Experience

Required skills and qualifications :

• Proven experience in customer service or technical support role (1-2 years preferred).
• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Strong problem-solving and analytical skills with a proactive approach.
• Excellent verbal and written communication skills.
• Basic understanding of software systems, enterprise platforms (ERP, WMS, MES).
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Basic understanding of manufacturing processes (e.g., production planning, inventory, resource management) is a plus.
• Willingness to work in shifts
• Experience in manufacturing, logistics, or supply chain domains is a plus

Education

Bachelor's degree in Computer Science, Information Systems, or related technical discipline.