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ClearTrail Logo ClearTrail · IT - Administration

L0 Support

India, Indore · Job Posted May 16, 2026
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Job Description

Provide technical assistance and support to customers, which includes monitoring, analysis, and administrative skills. Follow notification and escalation procedure of the product analyzing logs, responding to queries, follow standards for communications with business involving operational issues. Manage customer calls and analyze issues reported by the customer. Capable of working independently, responsible for L0 Support. Work with complete ownership and handle all issues without missing SLAs. Debug the issues and report appropriately in the ticketing system. Handover the shift and circulate a daily report to stakeholders. Open to work in shifts (24x7 rotational). Work closely with Escalation engineers L1, L2 Tiers. Acknowledging requests, Incident ticket handling, Incident Management, Problem Management.

Job Responsibility

  • Provide technical assistance and support to customers, which includes monitoring, analysis, and administrative skills
  • follow notification and escalation procedure of the product analyzing logs, responding to queries, follow standards for communications with business involving operational issues
  • manage customer calls and analyze issues reported by the customer
  • capable of working independently, responsible for L0 Support
  • work with complete ownership and handle all issues without missing SLAs
  • debug the issues and report appropriately in the ticketing system
  • handover the shift and circulate a daily report to stakeholders
  • open to work in shifts (24x7 rotational)
  • work closely with Escalation engineers L1, L2 Tiers
  • acknowledging requests, Incident ticket handling, Incident Management, Problem Management

Requirements

  • 0 - 3 Years
  • experience in L0 Support
  • working in 24x7 shift system
  • receiving Support Calls from US/European customers
  • recording Symptoms, replication steps, version details
  • acknowledging requests, Incident ticket handling, Incident Management, and follow-ups as per SLA
  • maintaining Support Availability Calendar
  • working in close coordination with Engineers in other tiers
  • routing / Escalation of tickets to L1/L2
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