L1 Support Intern

Position: L1 Support Intern

Experience: 0–3 years

Location: Remote / Work from Home (India)

No. of Positions: 3

Reports To: Support Manager

Internship Duration- 3 Months,

Stipend- 20,000 Rs/Month

This internship provides the opportunity of Conversion from Internship to Full Time but it
depends on the candidate’s performance during the internship & the Manager’s discretion

Compulsory- Should be ready to work in 24X7 rotational shift

Role Overview

The L1 Support Intern – BotV2 & BotV3 will be responsible for providing first-level technical support to customers using Emplay's proprietary low-code/no-code platform for building and managing
conversational and workflow solutions. The role involves monitoring support queues, acknowledging and triaging incoming tickets, gathering relevant technical information, resolving known issues, and escalating complex problems to the L2 Support team.

This opportunity is open to interns, freshers, and candidates with up to 3 years of relevant experience.Candidates should have a genuine interest in understanding how software applications work, strong problem-solving abilities, and a methodical approach to troubleshooting. The role also provides exposure to application support, APIs, Python, logs analysis, and enterprise support operations.

Key Responsibilities

• Monitor support queues and system alerts during assigned shifts, ensuring incoming tickets

are acknowledged and addressed within defined SLAs.

• Perform initial triage of customer issues by identifying the affected users, business impact,

occurrence time, and incident severity (P0–P3).

• 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 by following documented runbooks, knowledge base

articles,configuration checks, and approved workarounds.

• 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 in a structured L1/L2/L3 support
environment.

• Any academic project, internship, or practical experience involving software troubleshooting,
APIs,or application support.

• Perform basic checks related to user access, platform configurations, application behaviour,
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 whenever new solutions or improved troubleshooting steps are identified.

• 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 having completed a degree in Computer Science, Information

Technology, or a related technical field are welcome to apply.

• Candidates with 0–3 years of experience in technical support, application support, or
product support are also eligible.

• Basic understanding of web applications, software troubleshooting, and common technical
issues.

• Familiarity with application logs, error messages, and basic HTTP status codes such as 404
and 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 to
identifying issues.

• 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, to interact with
customers and internal technical teams.

• Willingness to work rotational shifts and provide weekend support for P0/P1 incidents as per
the support rotation.

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 in a structured L1/L2/L3 support
environment.

• Any academic project, internship, or practical experience involving software troubleshooting,
APIs,or application support.*