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).
