L2 Application Support Engineer

Overview

Position: Senior Support Engineer / 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