Technical Support Engineer; L2

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group , we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Altourage is looking for an experienced Support Engineer to join our Support Desk and serve as the point of escalation for complex support requests and technical issues from the Service Desk queue. The Support Engineer works closely with the Technical Engineering team to support a core group of clients, owning their documentation and technology stack, and collaborates with other Altourage teams on internal requests and complex client projects.

Altourage is a Manhattan-headquartered, AI-native, client-obsessed managed service provider offering support services, cybersecurity solutions, cloud and infrastructure management, and business transformation consulting. Altourage serves organizations in high-trust sectors, with a focus on financial services, legal, and nonprofit clients. Through a pod-based support model and a 24/7 global service desk, Altourage builds dedicated teams that become a true extension of each client’s organization, combining exceptional customer service with deep technology expertise.

Altourage operates at the frontier of applied AI. Leveraging internal R&D, Altourage develops proprietary AI tooling to empower its service desk engineers to tackle increasingly complex issues for its clients. This Support Engineer role sits on the front lines of adopting these technologies, and success in the role will require demonstrating a high level of AI-proficiency and eagerness to iterate and experiment with proprietary frontier technology.

• Support your clients by ensuring that your tickets are handled according to Altourage best practices.
• Action and own the resolution of escalated tickets from the Service Desk team.
• Review investigation reports and diagnostics surfaced by Vega, Altourage’s AI platform, before initiating work on a ticket.
• Manage and execute agents for ticket resolution when Vega identifies a ticket that can be resolved agentically.
• Use your discretion to manage your calendar and workload so that requests are answered within our contractual SLA requirements.
• Recognize and inform the Support Desk Queue Manager and SM when you are at capacity, so they can react and maintain our SLA commitments.
• Accurately track your time, document your assigned tickets, and update internal documentation according to best practices.
• Properly prioritize and elevate tickets, client care situations, and potential sales opportunities in a timely manner.
• Abide by and work within the parameters of Altourage’s security and confidentiality requirements.

• Maintain excellent communication with clients and your team so tickets are properly handled and clients are well informed of ticket progress.
• Serve as the preferred touch point for incoming requests and consultations for certain clients.
• Retain the technical and client personality knowledge required to provide excellent customer service to your preferred clients.
• Mentor, coach, and train Service Desk Support Associates (SAs) on escalated tickets.
• Work with the Support Associates chosen as primary touch points for your clients to ensure they retain the technical and client personality knowledge required to provide excellent…