L1 Support Specialist

L1 Support Specialist EHMA.AI Tempe, AZ Job Details Permanent | Full-time $20 - $30 an hour 1 hour ago Benefits Health savings account Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications IT infrastructure experience Triage IT system monitoring Attention to detail Customer support ticket management Resolving technical support tickets System performance monitoring Full Job Description L1 Support Specialist - wAve Field Operations Role Summary The L1 Support Specialist provides first-level support for wAve, Suntria's door-to-door sales application. The purpose of this role is clear: Keep field sales representatives working without interruption. You will respond to issues in real time, determine the cause, and either resolve them or escalate to the appropriate team.

You will use:

monitoring tools, defined procedures (runbooks), and support from DevOps (L2) and Engineering (L3). You are not expected to solve everything. You are expected to identify issues quickly and respond correctly. Work Schedule o Thursday through Sunday o 10-hour shifts o Onsite during office hours, remote otherwise o Must be available and responsive during scheduled support hours Primary Responsibilities Field Support o First point of contact for users o Assist with: login issues, application errors, data not saving/loading, deal submission failures o Provide clear guidance so users can continue working Issue Triage o Determine scope: single vs multiple users, blocking vs non-blocking o Identify issue type: user error, device/connectivity, system issue o Follow defined steps, use available information, do not guess System Monitoring o

Monitor:

application availability, performance, data flow o Watch for: slow response times, errors, missing or delayed data o Flag issues early Escalation o Escalate clearly and promptly: o Problem TypeEscalationSystem or infrastructure issuesL2 (DevOps)Application or workflow issuesL3 (Engineering) o

Provide:

issue description, affected users, start time, relevant details Issue Tracking o Log issues in the ticketing system o

Record:

reported issue, actions taken, escalation status o Real-time response takes priority; tracking ensures continuity.

Scope Does:

respond to users, identify and categorize issues, follow procedures, escalate appropriately

Does Not:

write code, manage infrastructure, perform deep technical debugging Required Qualifications o 1-3 years in support or operations o Ability to follow structured processes o Clear, direct communication o Basic understanding: applications, system behavior, monitoring/logs Preferred Qualifications o Experience supporting field or mobile users o Familiarity with cloud systems o Exposure to data or event-driven systems o Experience with ticketing systems Performance Expectations o Timely response o Accurate issue identification o Clear communication o Effective escalation o Consistent performance under pressure Summary Ensure field users are supported, issues are identified early, and escalations are clear and actionable. A hands-on operational role requiring attention to detail, sound judgment, and consistent execution.

Pay:

$20.00 - $30.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person