Application Support Engineer
THE COMPANY:
Lanvera is a leading CCM (Customer Communications Management) outsourcing and technology company specializing in the design, production, and delivery of secure customer communications, including invoices, statements, tax forms, collection letters, compliance notices, and other business-critical documents to any delivery channel, including print, electronic, and mobile platforms. Lanvera has a strong presence in the Financial Services industry and is expanding into other vertical markets.
THE POSITION:
The Application Support Engineer is a key member of our client-facing Technical Services team, responsible for supporting and maintaining both custom-developed and third-party business applications. This role requires strong analytical and technical troubleshooting skills to diagnose and resolve complex application issues in a fast-paced environment. Success in this position requires effective collaboration with Client Support, Infrastructure, Development, and business stakeholders to ensure the reliability and performance of critical applications.
RESPONSIBILITIES:
- Investigate, troubleshoot, and resolve complex application issues, performing Root Cause Analysis (RCA) and implementing sustainable corrective actions.
- Own application incidents, service requests, and problem records from initial triage through final resolution, coordinating with cross-functional teams as needed and ensuring timely stakeholder communication throughout the lifecycle.
- Identify, assess, and coordinate remediation of application security vulnerabilities and risks.
- Collaborate with Infrastructure, Development, and Client Support teams to expedite incident and service request resolution.
- Automate repetitive operational tasks and workflows through scripting and process improvement initiatives.
- Administer third-party enterprise applications, including installation, configuration, patching, upgrades, and maintenance.
- Enhance application monitoring and alerting capabilities to proactively identify and address issues impacting service availability and client experience.
- Create and maintain technical documentation, system diagrams, support procedures, and knowledge base articles.
- Analyze application performance metrics and operational KPIs to identify trends, inefficiencies, and opportunities for improvement.
- Drive continuous improvement initiatives to reduce recurring incidents and improve application stability.
- Participate in application-related projects, upgrades, implementations, and enhancement efforts.
- Communicate the status of incidents, problems, and project activities clearly and effectively to stakeholders.
- Participate in an on-call rotation to support production applications and perform scheduled maintenance activities when required.
- Adhere to Incident, Problem, Change, and Service Request Management processes and procedures.
- Exercise sound judgment and make informed decisions in high-pressure situations involving competing priorities.
- Contribute positively to a collaborative, team-oriented environment.
REQUIRED SKILLS:
- Bachelor's degree in Computer Science, Information Systems, or equivalent professional experience.
- 3-5 years of experience supporting enterprise or business-critical software applications.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills, including the ability to communicate technical concepts to both technical and non-technical audiences.
- Strong customer-service orientation and commitment to delivering a high-quality support experience.
- Experience supporting applications in Windows, Linux, cloud, or hybrid environments.
- Working knowledge of networking concepts, database querying, and application troubleshooting methodologies.
- Experience with scripting and automation using PowerShell or similar technologies.
- Knowledge of IT service management processes, including Incident, Problem, and Change Management.
- Strong organizational skills with the ability to manage multiple priorities effectively.
- Self-motivated and capable of working independently as well as collaboratively within a team environment.
- Commitment to continuous learning and professional development.
DESIRED SKILLS:
- Industry certifications such as ITIL Foundation, CompTIA A+, Microsoft Azure Fundamentals, or similar certifications.
- Experience writing and troubleshooting SQL queries.
- Experience supporting Windows and/or Linux server-based applications.
- Proficiency in PowerShell or other scripting languages.
- Experience supporting Microsoft 365 applications and services.
- Familiarity with application monitoring, log analysis, and troubleshooting tools.
- Experience supporting vendor-hosted, SaaS, or cloud-based applications.
JOB PARTICULARS:
No travel required
Dallas/Fort Worth candidates only for on-site office employment; No relocation
Only Green Card Holders or U.S. Citizens
COMPANY BENEFITS:
Lanvera offers excellent benefits including three weeks of PTO, Health Insurance, 401K with dollar matching, profit sharing, and long-term disability.
Please send your resume stephanie.perry@lanvera.com
