**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). Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status. If you believe you need a reasonable accommodation in the online job application process for a posted position, please contact us at careers@lionbridge.com for assistance.