L2 Application Support Engineer

Location: Boston MA (3 days/week onsite)

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.

• 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

• 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

• ITIL certification is a plus
• Experience working in managed services or enterprise support environments
• Exposure to service delivery management and operational reporting