App Support Engineer

Technical Support Engineer

Position Summary

Provide exceptional Level 2 Technical Support to both our internal Technology teams and external customers. As a customer-focused professional, you will collaborate closely with Support Engineers, Development, and Product Management to enhance our software's usability and supportability, making it more intuitive for users.

Key Responsibilities

• Offer Level 2 support to Technology customers, users, and Lionbridge Teams.
• Incident Resolution – Investigate and resolve complex application issues escalated from Level 1 support.
• Root Cause Analysis – Perform in-depth analysis to identify and document the root causes of recurring problems.
• System Monitoring – Monitor application performance and availability using tools and logs.
• User Support – Provide technical support to end users and internal teams, often via ticketing systems.
• Bug Triage and Fix Coordination – Reproduce bugs, document issues, and work with development teams to prioritize and fix them.
• Application Deployment Assistance – Support the deployment of application updates or patches in test and production environments.
• Knowledge Base Maintenance – Create and update documentation for troubleshooting procedures and known issues.
• Service Request Fulfillment – Handle user requests for application configuration, access, or minor changes.
• SLA Management – Ensure issues are resolved within defined Service Level Agreements.
• Collaboration with Cross-Functional Teams – Liaise with Product Onwers, QA, and developers to ensure smooth operation and continuous improvement.

Required Qualifications

• Bachelors' degree or equivalent, preferably in related field 
• ITIL Foundations v3 or relevant knowledge

Competencies/Experience

• Minimum of 3 years' experience in the IT Business, more specifically in Support delivery.
• Strong ability to diagnose, troubleshoot, and provide solutions for a wide range of technical problems
• Excellent customer service skills, ensuring customers receive top-notch support
• Familiarity with Financial Customer quoting business flow
• Knowledge of Gemini, LCX, eProc, Qwiz

Other Requirements

• Familiarity with Oracle Configure, Price, Quote (CPQ) is advantageous.
• Ability to create simple SQL queries.
• Competency in at least one scripting language (e.g., Python/PowerShell).