Job Description

The Technical Support Engineer will provide customer focused technical Level 2 support to Technology end users internally in Lionbridge and to our external customers. They will work closely with other Support Engineers along with Development and Product Management to make our software more intuitive and easier to support. The candidate will have key knowledge of Lionbridge Language Technology and how teams use this to deliver to our customers.

What You Will Do

• Provide Level 2 support to Technology customer/end users and Lionbridge Teams.
• Work closely with Development and Product Management to make our software more intuitive and easier to support.
• Update and create online knowledgebase articles to reduce support requests.
• Creates temporary "work-arounds" for immediate customer/ end users issues where appropriate
• Provides assistance, problem resolution, and training on tools and products to other technical support personnel
• As we are supporting our Customers 24/7 there may be times when some off hours work may be required. This may contain overtime hours to be completed along with off hours calls(for which there is an expectation to answer/follow on) escalations in order to support our Technology Incident PO process. Remuneration for this work will be provided per local HR guidelines

Technical Requirements in order to be successful:

• Knowledge of Financial Customer quoting business flow
• Knowledge of Oracle Configure, Price, Quote (CPQ) an advantage
• Ability to understand SQL queries and create simple queries a bonus
• Competency in at least one scripting language (eg Python/PowerShell) a bonus
• Knowledge of Lionbridge's Technology and key knowledge of how these are used by Lionbridge OPS (Bonus)
  • Gemini, LCX, eProc,Qwiz

Key Requirements in order to be successful:

• Excellent English verbal and communication skills.
• Four plus years' experience working in the IT Business
• Ability to diagnose, report, troubleshoot, obtain results, and provide solutions for a broad range of technical problems.
• Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations with upset or frustrated end users of support.
• Shows ability to dig into technical issues to identify route cause and derive impact
  

In Return You Can Expect

• The ability to work on a wide variety of Lionbridge Applications and new technologies
• The ability to influence the roadmap of Lionbridge Applications
• Work in a friendly remote team with counterparts worldwide

The ability to drive support process improvements which improves Lionbridge's ability to support our customers needs