L1 Support Intern

Company: Emplay Inc.

Location: Remote / Work from Home (India)

Positions: 3

Internship Duration: 3 Months

Stipend: 20,000 Rs/Month

Conversion from Internship to Full Time depends on candidate's performance and Manager's discretion.

Must be ready to work in 24x7 rotational shifts.

Role Overview

The L1 Support Intern – BotV2 & BotV3 will provide first-level technical support for Emplay's low-code/no-code platform. Responsibilities include monitoring support queues, triaging tickets, gathering technical information, resolving known issues, and escalating complex problems. This role offers exposure to application support, APIs, Python, logs analysis, and enterprise support operations.

Key Responsibilities

• Monitor support queues and system alerts, ensuring tickets are acknowledged and addressed within defined SLAs.
• Perform initial triage of customer issues, identifying affected users, business impact, occurrence time, and incident severity.
• Gather and document relevant technical information, including conversation IDs, timestamps, screenshots, application logs, error messages, and steps to reproduce issues.
• Troubleshoot and resolve known issues using documented runbooks, knowledge base articles, configuration checks, and approved workarounds.
• Perform basic checks related to user access, platform configurations, application behavior, and common technical issues.
• Escalate unresolved or complex issues to the L2 Support team with clear descriptions, collected evidence, troubleshooting steps performed, and findings.
• Support L2 engineers during P0/P1 incidents, including weekend rotations, by performing initial checks, communicating updates, and maintaining accurate ticket records.
• Keep customers informed about issue status and progress through clear, professional, and timely communication.
• Maintain and update support documentation, FAQs, and runbooks with new solutions or improved troubleshooting steps.
• Use AI tools responsibly to assist with basic troubleshooting, understanding error messages, and improving support productivity, while validating the information provided.

Qualifications

• Freshers and interns who have completed a degree in Computer Science, Information Technology, or a related technical field.
• Candidates with 0–3 years of experience in technical support, application support, or product support.
• Basic understanding of web applications, software troubleshooting, and common technical issues.
• Familiarity with application logs, error messages, and basic HTTP status codes (e.g., 404, 500).
• Basic knowledge of Python or a strong willingness to learn and work with Python scripts.
• Basic understanding of JSON payloads, API concepts, and error tracebacks.
• Good analytical and problem-solving skills, with a curious and methodical approach.
• Ability to follow troubleshooting procedures, document findings, and escalate issues with accurate technical information.
• Familiarity with AI tools and the ability to use them effectively for basic technical investigation while verifying their outputs.
• Good written and verbal communication skills, particularly in English.
• Willingness to work rotational shifts and provide weekend support for P0/P1 incidents.

Preferred Skills

• Microsoft Azure Fundamentals (AZ-900) certification.
• Basic exposure to Python, JSON, or SQL through academic coursework, personal projects, or internships.
• Familiarity with ticketing and support tools such as Jira Service Management, Freshdesk, ServiceNow, or similar platforms.
• Exposure to conversational AI platforms, chatbots, workflow automation products, or low-code/no-code platforms.
• Basic understanding of SLAs and incident management.
• Any academic project, internship, or practical experience involving software troubleshooting, APIs, or application support.