App Support Engineer

Application 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).