Application Support Engineer, L1

ABOUT VIAPLUS :
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

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ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

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JOB TITLE : Application Support Engineer
JOB DESIGNATION: L1
JOB LOCATION: Plano, TX

JOB SUMMARY:

The L1 Application Support Engineer provides first-level technical support for production applications across multiple projects. This role is responsible for ticket triage, initial troubleshooting, and resolution of known issues, ensuring adherence to service level agreements (SLAs) and operational procedures.
The position serves as a critical point of contact between end users and technical teams, focusing on maintaining system stability, monitoring alerts, executing defined runbooks, and escalating complex issues to L2/L3 support teams when required.
Success in this role requires strong analytical thinking, attention to detail, effective communication skills, and the ability to operate in a fast-paced, high-volume environment. Participation in shift-based coverage and on-call support may be required.

MAJOR DUTIES AND RESPONSIBILITIES:

Incident & Request Management

• Triage incoming tickets, ensuring proper categorization, prioritization, and assignment
• Resolve standard L1 service requests, incidents, and known issues following defined procedures
• Escalate incidents to L2/L3 teams based on severity, impact, and escalation criteria
• Monitor and manage ticket queues to ensure SLA compliance for response and resolution times
• Document all troubleshooting steps, findings, and resolutions clearly within the ticketing system

Troubleshooting & Support

• Perform initial troubleshooting, data collection, and analysis to identify issues
• Creation of basic queries or execute predefined queries and scripts to support issue investigation
• Provide end-user support by guiding users through troubleshooting steps and resolving technical issues
• Follow standard operating procedures (SOPs) and runbooks for incident resolution

Monitoring & Production Support

• Monitor application performance, system alerts, and availability using monitoring tools
• Respond to alerts and correlate events with incidents to detect and address potential issues proactively
• Support production systems with a focus on system uptime, transaction accuracy, and service continuity

Collaboration & Escalation

• Coordinate with L2/L3 support teams for timely resolution of complex issues
• Provide detailed information, logs, and observations to support escalation and root cause analysis efforts
• Support validation activities following deployments or releases as needed

Knowledge & Documentation

• Maintain and update knowledge base articles for recurring issues and resolutions
• Contribute operational data and inputs to support reporting and continuous improvement efforts
• Ensure accurate and complete documentation of tickets for audit and knowledge-sharing purposes
• Collaborate with L2/L3 teams on RCA documentation

Compliance & Data Handling

• Handle sensitive system and user data in accordance with organizational security and compliance requirements
• Adhere to defined operational processes and contractual service obligations

Other Responsibilities

• Participate in shift-based support and on-call rotations as required
• Perform other related duties as assigned

REQUIRED SKILLS:

• Basic proficiency with Microsoft Office tools (Excel, Word, Outlook, Teams)
• Proficiency in SQL for querying and analyzing application data
• Experience with ITSM tools (FreshService or similar preferred)
• Familiarity with monitoring and alerting tools
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to follow structured processes and procedures

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Experience with incident management and ticketing systems
• Experience working with system monitoring tools
• Ability to work effectively in a fast-paced, high-volume environment
• Strong attention to detail and organizational skills

EDUCATION & EXPERIENCE:

• Bachelor of Business, Science, Industrial Engineering, or Technology Management degree preferred
• 1-3 years’ experience in application support

SUPERVISORY RESPONSIBILITIES

N/A

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk.
• The employee will be working and navigating on a computer.
• The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk.
• The employee may occasionally be required to lift and/or move up to 20 pounds.
• The work environment is usually moderate to loud.
• Travel may be required