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Technical Support Engineer

Mumbai, Maharashtra, India

Technical Support Engineer

  • Mumbai, Maharashtra, India
Lionbridge Technologies is a provider of translation, development, and testing solutions. Lionbridge combines global resources with proven program management methodologies to serve as an outsource partner throughout a client's product and content lifecycle - from development to translation, testing and maintenance. Global organizations rely on Lionbridge services to increase international market share, speed adoption of global products and content, and enhance their return on enterprise applications and IT system investments.


The Connector Onboarding Lead is a key role in enabling Lionbridge to be successful in the translation integration business. After the Sales process, the Connector Onboarding Lead will be the key customer and translation provider contact for a successful connector implementation and deployment. Besides providing a high level of customer service, the Connector Onboarding Lead should also focus on ensuring that services provided fall within a customer's paid for subscription.
Primary Job Responsibilities:
  • Project manages a successful Lionbridge Connector onboarding. Liaising with the client, their System Integrator, and internal Lionbridge Operations teams.
  • Drives the onboarding with the client and ensures a continued communication during onboarding.
  • Provides necessary materials to the client to allow for connector installation.
  • Provides necessary materials to the Lionbridge Operations team to ensure preparedness for live projects.
  • Provides direct or escalated technical support to external client users of Lionbridge connector technology and platform.
  • Provides direct or escalated technical support to Lionbridge connector technology and platform users from within Lionbridge.
  • Schedules or attends working sessions with clients to troubleshoot issues.
  • Captures any bugs identified by connector users and escalates to Development.
  • Captures any enhancement requests identified by connector users and escalates to Development.
  • Increases efficiency by recommending or creating tools and processes to initiate change and drive the company towards more efficient end to end workflows.
  • Updates and create online knowledgebase articles to reduce support requests.
  • Primarily needs to work during US shift timing.
  • In future may need to work on 24 x 7 module.
Technical Requirements:
  • Experience with at least one Content Management System. AEM or Sitecore is preferred.
  • Familiarity with leading translation technology (TMS) technology and the translation process.
  • Familiarity with cloud services platform technology, specifically Amazon Web Services.
  • Familiarity with basic API concepts.
  • Ability to understand database technology and database queries.
  • Competency with XML and HTML.
Essential Functions/Job Skill Requirements:
  • 4+yrs of experience in tech support with knowledge /experience of content management system tech support.
  • Excellent verbal and communication skills.
  • Excellent analytical and troubling shooting skills.
  • Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers.
  • Ability to diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems.
  • Responsible; able to manage time effectively and work efficiently, both with and without direct supervision.
  • Focus toward and understanding of the customer needs.
Qualification Criterion:
  • MCA, or B.E/B-Tech degree in Computers/IT or BSC-IT and preferred skills in programming languages like C#, Dot Net, good with database SQL.
  • Excellent Communication skills

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