L1 Support Engineer

As an L1 Technical Support Engineer you will be the first point of contact for users (insurance agents and partners) using our digital platforms.

Your role is to help users with day-to-day issues including:

• Application-related problems
• Login and access issues
• General platform usage queries

You will ensure users can smoothly access and use all our services not just specific applications.

• Handle incoming support requests via chat email or ticketing tools
• Provide basic troubleshooting and how-to guidance
• Support users across multiple internal applications and platforms
• Assist with common issues like login errors system usage and navigation

• Log and track issues in ticketing tools (Zendesk Jira etc.)
• Identify if the issue is user error system issue or data-related
• Escalate complex issues to internal teams (L2/L3 product or relevant departments)

• Help with password resets and account access issues
• Resolve MFA (Multi-Factor Authentication) problems
• Manage basic user permissions and profile-related concerns

• Work with internal teams for issue resolution
• Route tickets to the correct departments when required
• Ensure proper follow-up and closure of issues

• Maintain proper ticket updates and documentation
• Identify common issues and contribute to FAQs / help guides

• 1 3 years of experience in Technical Support / Help Desk
• Good communication skills (spoken & written)
• Basic troubleshooting and problem-solving skills
• Familiarity with ticketing tools (Zendesk Jira or similar)
• Basic understanding of web applications (browser cache login issues)
• Experience with user account support (password reset access issues)
• Ability to handle both technical and general queries
• Willingness to learn and adapt to new systems

• Experience with CRM tools
• Exposure to LMS (Learning Management Systems)
• Experience in FinTech / InsurTech domain