Dig Alert Jobs in Dallas, TX (NOW HIRING)

Role :: L1 Support Engineer

Location: Dallas, TX / Austin, TX (Onsite Only)

Rate : C2C for Junior position (2-5 Years experience)

 C2C for Mid Level position (5-8 Years' experience)

 for Senior (8+ Years)

This is a hands-on L1 support role — you will be the first responder for support tickets and PagerDuty pages during US business hours, triaging and validating alerts, driving comprehensive first-level diagnosis, and resolving what can be resolved at L1. When a problem is genuinely beyond L1 scope, you escalate to L2 with a well-evidenced, well-documented handoff — after a thorough first-level investigation, not instead of one.

This is a support role, not a design role — but it is heavy on critical thinking. SOPs and runbooks are your starting point, not a substitute for judgment: the platform generates significant alert volume, including false alerts, and your value is in reasoning through what a page actually means, separating real incidents from noise, and investigating comprehensively before anything reaches L2. It is a strong role for engineers with traffic-domain expertise who want structured production experience on a Tier 0 platform at real enterprise scale.

• Serve as the primary first-responder for support tickets, PagerDuty pages, and Slack help requests during US business hours
• Validate alerts before acting or escalating — distinguish real incidents from false alerts, and flag recurring false positives so alert quality improves over time
• Apply established SOPs and runbooks — with judgment — to triage and resolve incidents across the platform’s Gateway and Mesh components, where the bulk of alert volume lands
• Perform thorough first-level diagnosis — log correlation, error code lookups (4xx/5xx investigation), certificate expiry checks, traffic pattern review — using established tooling
• Execute standard operational tasks defined in runbooks — cert renewal steps, config change requests, rate-limit adjustments, service onboarding checklists
• Escalate to L2 only after comprehensive first-level assessment — with a clean, well-documented handoff (what happened, what you tried, what evidence you gathered, what you think is going on)
• Own ticket bridge and communications for Sev-3 tickets during your window; loop L2 in for Sev-1 and Sev-2 per escalation matrix
• Maintain accurate ticket updates in Jira — clear status, next steps, blockers
• Contribute to SOP and runbook improvements when you notice a step is unclear, outdated, or missing
• Perform comprehensive shift hand-off to the IDC team at end of your window — signed handover with open tickets and in-flight work

• 2–5 years of hands-on production support / operations engineering experience
• Working domain expertise in both API gateways and service mesh — API gateways (Apigee, Kong, AWS API Gateway, or comparable) and service mesh (Istio, Envoy, Linkerd) are core to this role, not optional; exposure to configuration management systems, MCP Gateway or protocol gateways, and load balancing / traffic routing is a strong plus
• Strong critical thinking under pressure — you can form and test hypotheses about unfamiliar failures rather than only pattern-matching against a runbook, and you know when something’s off before the dashboard says so
• Comfortable running Linux command line under time pressure — reading logs, running basic network diagnostics (curl, dig, netstat), navigating kubectl for pod / service inspection
• Practical experience with PagerDuty, Jira, and Slack in an operational context
• Reading-level proficiency with observability dashboards — Splunk, Wavefront, Datadog, Grafana, or comparable — enough to spot anomalies and pull evidence for an escalation
• Strong written communication for incident notes and escalation handoffs — you can write a clear, factual timeline that another engineer can pick up
• Discipline to apply the SOP accurately, judgment to investigate beyond it when it doesn’t apply, and initiative to update it when it needs a fix
• US work authorization; able to work Austin business hours with occasional secondary on-call rotation

• Prior experience in a 24/7 managed-service operations environment (NOC, SOC, or platform support team)
• Familiarity with kubernetes / container operations — enough to check pod status, read logs, restart a pod when the runbook says to
• Understanding of network fundamentals — TLS, mTLS, DNS, load balancers, rate limiting, HTTP status codes
• Prior work in fintech, SaaS, or large-scale consumer product engineering environments where uptime matters

• Primary window: Austin business hours — 8:00 AM – 6:00 PM Central Time (Monday through Friday)
• On-call rotation: 1-in-4 secondary on-call rotation for Sev-3 escalations during US hours
• Coverage overlap: 60 minutes of shift-handoff overlap with the IDC (India / Bangalore) team at end of each business day
• Weekend / holiday coverage: Delivered by IDC team; US L1 team is Monday-Friday