Application Support and Service Delivery Engineer
Application Support and Service Delivery Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Application and Service Delivery Engineer
The Company:
Lanvera is the software technology leader in customer communications serving clients with a strong focus on continuous innovation strategy and execution. We are financially stable and invest heavily in enhancing our technology platform that supports the design generation and delivery of business-critical documents. As a team were committed to excellence. Lanvera is a place where strategy meets execution and where your work contributes directly to better client experiences and ongoing digital transformation in the industry.
At Lanvera we embrace an in-person-first culture inspiring a vibrant work environment that thrives on connections and strengthening personal growth.
The Position:
The Application and Service Delivery Engineer is a critical member of our client-facing technical (IT Engineering) team with primary responsibility (approximately 75%) focused on supporting both custom-developed and third-party applications. This includes diagnosing and resolving complex technical issues ensuring application stability and collaborating closely with Client Support Infrastructure and Development teams.
Additionally approximately 25% of this role involves managing and enhancing the IT Service Management (ITSM) ecosystem-specifically Jira and Confluence. This includes overseeing workflows maintaining system configurations and ensuring alignment with ITIL-based service delivery practices.
Strong analytical skills technical acumen and excellent communication are essential for success in this hybrid role.
Responsibilities:
- Provide Tier 2/3 support for enterprise applications including issue triage root cause analysis and resolution.
- Collaborate with cross-functional teams to resolve application performance issues and implement enhancements.
- Provide support for cloud-based applications and infrastructure including Kubernetes container orchestration and related technologies.
- Utilize monitoring and log analysis tools (e.g. Datadog OpManager) to proactively identify and resolve issues.
- Create and maintain support documentation FAQs and internal knowledge base articles.
- Support SaaS platforms and manage integrations with third-party APIs and services.
- Identify and mitigate security vulnerabilities promptly.
- Work closely with other IT teams to expedite ticket resolution emphasizing the automation of workflows through scripting.
- Manage installations upgrades configurations and patching of third-party enterprise software.
- Engage in a diverse range of application-centric projects.
- Provide on-call support for production issues and perform periodic application maintenance.
- Administration of an enterprise-wide Atlassian environment including Jira Work Management Jira Service Management Confluence and related 3rd party add-ons.
- Champion disciplined Incident Problem and Change Management procedures.
- Collaborate effectively in a team-oriented environment that is primarily onsite.
Qualifications:
- Bachelors Degree in Computer Science or equivalent experience.
- Strong technical proficiency; demonstrated analytical reasoning and problem-solving skills.
- Exceptional communication skills adept in both verbal interactions and technical writing/diagramming.
- 3 years of experience in application support SaaS platforms API integrations or a similar technical role.
- 3 years Microsoft technologies (Windows server Visual Studio Web apps services and configurations PowerShell basic MS SQL Server skills IIS ODBC Excel SSRS)
- 3 years supporting Linux-based systems
- Experience with cloud and cloud infrastructure (particularly Azure Cloud).
- Understanding of ITIL frameworks and enterprise support models.
- Familiarity with monitoring/logging tools such as Datadog.
- Experience coding/scripting or a desire to learn
- Excellent communication organization and documentation skills.
- Jira administration experience is a plus though not required.
- Ability to work autonomously and as part of a team.
Desired Qualifications (ITSM):
- Experience with Atlassian (or similar).
- Configure and manage Jira projects workflows custom fields permissions and automation rules.
- Support integrations between Jira and tools like Confluence Structure and Tempo.
- Promote Jira governance and best practices across technical and non-technical teams including user training.
- Scripting (i.e. PowerShell bash Python)
Company Benefits:
- Three weeks of PTO
- Health Insurance
- 401 (k) with dollar matching
- Profit sharing
- One day of remote work
- Long-term disability
- Bonus
- Monthly Gas Stipend
Please send your resume complete with address
Lanvera reserves the right to perform a Background Check on all candidates selected.
Employment Type
Full-Time
