L1 Support Specialist
Hybrid · Tempe, Arizona, United States
Job Summary
L1 Support Specialist provides first-level support for wAve, Suntria’s door-to-door sales application. You will be the first point of contact for users, assisting with login issues, application errors, data not saving/loading, and deal submission failures, and you will determine issue scope and categorization. Responsibilities include field support, issue triage, system monitoring (application availability, performance, data flow), and escalation to L2 DevOps or L3 Engineering with clear descriptions and relevant details. You will log issues in the ticketing system and ensure real-time response while maintaining continuity. The role requires following defined steps/runbooks, working with DevOps and Engineering, and maintaining effective communication. Work schedule is Thursday through Sunday with 10-hour shifts, onsite during office hours and remote otherwise, and availability during scheduled support hours.
Required Qualifications
- 1–3 years in support or operations
- Ability to follow structured processes
- Clear, direct communication
- Basic understanding: applications, system behavior, monitoring/logs
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