App Support Engineer

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. 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.