Senior Support Engineer / L2 Application Support Engineer
Location: Boston, MA (3 days/week onsite)
Job Summary
We are seeking a client-facing Senior Support Engineer / L2 Application Support Engineer to lead application support operations, manage L1 support teams, and ensure high-quality service delivery. The ideal candidate will have strong incident management, stakeholder communication, SLA management, and team coordination experience in a fast-paced enterprise environment.
Key Responsibilities
- Lead and mentor L1 support teams, providing guidance, training, and performance support
- Manage incident, ticket, and escalation processes to ensure timely issue resolution
- Monitor SLAs, KPIs, response times, and service delivery metrics
- Act as the primary liaison between client stakeholders, offshore teams, and internal leadership
- Conduct weekly, monthly, and quarterly service review meetings and presentations
- Drive process improvements, SOP adherence, and knowledge management initiatives
- Manage project infrastructure, offshore VDI connectivity, and helpdesk telephony systems
- Coordinate with infrastructure vendors, engineering teams, and IT support groups
- Support business growth initiatives by identifying new opportunities and assisting with proposals, SOWs, and SLA documentation
- Work closely with project management teams on resource utilization and operational efficiency
Required Skills & Experience
- Strong experience in Application Support / Production Support environments
- Experience leading L1/L2 support teams and handling client escalations
- Excellent communication and stakeholder management skills
- Strong understanding of incident management, SLA tracking, and ITIL processes
- Experience with infrastructure coordination, VDI connectivity, and support operations
- Ability to work in a client-facing onsite/offshore model
Preferred Qualifications
- ITIL certification is a plus
- Experience working in managed services or enterprise support environments
- Exposure to service delivery management and operational reporting
