Application Support Engineer, L1

About ViaPlus

ViaPlus operates globally in the Intelligent Transportation Systems (ITS) space, delivering revenue and service management platforms for transportation providers. Its customer operations, analytics capabilities, and integrated back-office system support large-scale, high-volume transactions that help make multimodal mobility smoother. As part of VINCI Highways, the company emphasizes technology-led innovation and improving the mobility experience for users.

With over ten years of international experience in tolling and transit solutions, ViaPlus serves clients from its headquarters near Dallas, Texas, and offices in the United States, France, India, and Ireland. It is part of the VINCI Concessions network, which works across transport infrastructure projects in 23 countries. The company’s long-term direction is to provide end-to-end automated transport solutions that improve revenue collection, increase efficiency, and reduce operating costs for agency customers.

ViaPlus supports organizations that depend on real-time, high-volume transaction processing with strict accuracy requirements, especially in areas such as revenue reconciliation and customer account management. Its flagship back-office platform enables Mobility-as-a-Service through a single-account model for multimodal transport. The company continues to invest in R&D, operational efficiency, and customer service to keep pace with a changing mobility landscape.

Role Overview

The L1 Application Support Engineer acts as the first line of technical support for production applications across multiple projects. The role focuses on ticket assessment, basic troubleshooting, and handling known issues while staying aligned with service-level targets and operational procedures.

This position is a key link between end users and technical teams. It supports platform stability by monitoring alerts, following documented runbooks, and escalating more complicated matters to L2/L3 teams when needed. The work environment is fast-paced and high-volume, and the role may include shift-based coverage and on-call duties.

Key Responsibilities

• Review incoming tickets, classify them correctly, set priority, and route them to the right team or queue.
• Handle routine incidents, service requests, and known problems by following established processes.
• Escalate issues to L2/L3 support based on severity, business impact, and escalation guidelines.
• Track ticket queues and manage workload to meet response and resolution SLAs.
• Record troubleshooting actions, findings, and final outcomes clearly in the ticketing system.
• Carry out initial diagnosis, gather relevant data, and analyze symptoms to isolate the issue.
• Use basic SQL or run approved scripts and predefined queries to assist with investigation.
• Guide end users through support steps and help resolve technical problems.
• Work from SOPs and runbooks when resolving incidents and requests.
• Monitor application health, alerts, and availability through monitoring platforms.
• Respond to alerts and connect them with incidents to catch issues early.
• Support production systems with a focus on uptime, transaction accuracy, and continuity of service.
• Work with L2/L3 teams to resolve complex issues in a timely manner.
• Share logs, observations, and relevant details to support escalation and root-cause analysis.
• Assist with validation after deployments or releases when required.
• Maintain knowledge-base content for frequent issues and their resolutions.
• Provide operational inputs for reporting and improvement efforts.
• Ensure ticket records are complete and accurate for audit and knowledge-sharing purposes.
• Work with higher-level support teams on RCA documentation.
• Protect sensitive system and user data in line with security and compliance expectations.
• Follow operational procedures and contractual service commitments.
• Take part in shift coverage and on-call rotations as needed.
• Complete other related tasks assigned by the organization.

Requirements

• Comfortable using Microsoft Office tools such as Excel, Word, Outlook, and Teams.
• Working knowledge of SQL for data queries and analysis.
• Experience with ITSM platforms; FreshService or a similar tool is preferred.
• Familiarity with monitoring and alerting systems.
• Strong analytical thinking and problem-solving ability.
• Clear written and verbal communication skills.
• Ability to work within structured procedures and defined workflows.
• Experience handling incidents and using ticketing systems.
• Exposure to system monitoring tools.
• Ability to perform well in a busy, high-throughput environment.
• High attention to detail and solid organizational skills.
• Bachelor’s degree in Business, Science, Industrial Engineering, or Technology Management is preferred.
• 1 to 3 years of experience in application support.

Work Environment

• The role involves frequent use of hands and arms, along with regular speaking and listening.
• Day-to-day work is computer-based.
• The job may occasionally require standing, sitting, stooping, kneeling, crouching, and walking.
• There may be occasional lifting or moving of items up to 20 pounds.
• The workplace environment is generally moderate to loud.
• Travel may be required.

Additional Information

Supervisory responsibilities: none.

This position is based in Plano, Texas and is expected to be performed onsite.