L2 Application Support Engineer

PrimeRevenue; Atlanta (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

100% employer paid health care for EMP

4% employer match to 401K

Professional growth, learning, and dev

Collaborative, casual, flexible work

Job summary

PrimeRevenue is seeking an L2 Application Support Engineer in Atlanta to resolve customer issues efficiently, handling requests, changes, and incidents using established documentation. You will provide Level 2 support to Global Level 1 Customer Support teams, collaborate across a distributed global group, and drive timely resolutions with clear action plans.

The role emphasizes strong SQL skills, customer communication, and a consultative approach to improve product support processes in a

Qualifications

• Bachelor’s degree in Computer Science, MIS or related field.
• Minimum two years’ experience in a customer data integration and production environments.
• Minimum two years’ experience in a production technical operations environment.
• Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
• Demonstrated effective communication skills using phone, videoconference, and in person.
• Demonstrated ability to approach challenges with a 'consultative' perspective.
• Demonstrated ability to identify the needs of the customer and define alternative solutions.
• Strong operational/technical skills – SQL queries, scripting, and networking technologies.
• Application knowledge – Microsoft Office, Salesforce, Quest.
• Strong and advanced troubleshooting, discovery and listening skills.
• Methodical approach to problem solving with attention to detail under deadlines.
• Capable of working independently, but willing to ask for help when needed.
• Capable of quickly developing knowledge in other areas.
• Startup/high-growth technology firm experience is a plus.

Responsibilities

• Provide technical Level 2 support to Global Level 1 Customer Support teams.
• Work independently in addition to being part of a distributed global team.
• Create relationships and collaborate to answer complex customer questions.
• Provide technical support for PrimeRevenue SCi Supplier products via phone, chat, or email.
• Learn and utilize tools and problem-solving strategies to improve support processes.
• Act as a customer advocate by reporting product improvements and driving resolutions to closure.
• Communicate resolution plans and statuses to customers professionally and timely.
• Offer innovative ideas to satisfy customer requirements in a fast-paced culture.
• Facilitate escalation of critical issues and coordinate activities across groups.
• Escalate issues with fully documented steps and ensure resolution.
• Adapt communication style to match customer needs and diffuse tensions.
• Follow standard practices and procedures on routine tasks.
• Write professional emails and communicate clearly.
• Collaborate with other teams to improve product quality and accessibility.
• Work self-sufficiently to identify solutions amidst ambiguity.
• Understand and comply with work instructions and tools.
• Contribute to continuous improvement efforts and participate in training.

Skills

SQL Server scripting

Cross-functional collaboration

Communication skills

Analytical problem solving

Networking technologies

Consultative mindset

Ambiguity tolerance

Education

Bachelor’s degree in Computer Science, MIS or related field

Tools

Microsoft Office

SalesForce

Quest

Job description

The L2 Application Support Engineer is responsible for resolving customer issues in an efficient and effective manner. This person will work on requests, changes, and incidents based on client issues, using the documentation and procedures that are in place.

• Provide technical Level 2 support and assistance to all Global Level 1 Customer Support teams
• Work independently in addition to being a contributing member of a team that is distributed in multiple locations globally
• Create relationships and collaborate with peers and managers to answer more complex customer questions
• Provide technical support for customers/internal resources who use PrimeRevenue SCi Supplier products via phone, chat, or email
• Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve PrimeRevenue Customer Support processes
• Act as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues, define resolution action plans, and follow through to case closure
• Communicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationship
• Provide innovative ideas to satisfy customer requirements in a fast-paced, highly energetic, fun and performance-driven culture
• Facilitate the escalation of critical customer issues by coordinating activities among various groups and departments
• Timely and appropriately escalate support issues with fully documented steps that have been followed to resolve the issue
• Adapt communication style to match the customer’s needs. Diffuse emotional customer situations effectively and recognize when to escalate the matter
• Work on assignments that are routine or semi-routine in nature. Follow standard practices and procedures
• Write professional, succinct, and accurate emails and communicate verbally in a clear, concise, and understandable manner.
• Work closely with other teams to improve the quality and accessibility of the products.
• Act self-sufficiently to identify solutions despite high degrees of ambiguity and uncertainty
• Understand and comply with work instructions, process documents and technology tools
• Actively identify, contribute to, and facilitate business impacting continuous improvement efforts
• Participate in all training activities

WHAT ARE WE LOOKING FOR?

• Bachelor’s degree in Computer Science, MIS or related field
• Minimum two years’ experience in a customer data integration and production environments
• Minimum two years’ experience in a production technical operations environment
• Minimum two years’ experience with Microsoft SQL Server and queries scripting
• Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
• Demonstrated effective communication skills using different approaches such as phone, presentations, videoconference, and in person
• Demonstrated ability to approach challenges with a "consultative" perspective
• Demonstrated ability to identify the needs of the customer and define alternative solutions
• Strong operational/technical skills – Microsoft SQL queries, scripting, and networking technologies
• Application knowledge – Microsoft Office, SalesForce, Quest
• Strong and advanced troubleshooting, discovery and listening skills
• Methodical approach to problem solving with strong attention to detail in a fast paced, deadline driven environment
• Capable of working independently, but willing to ask for help when needed
• Capable of quickly developing knowledge in other areas
• Startup/high-growth technology firm experience is a plus

PrimeRevenue is a global fintech provider specialising in supply chain finance that helps large businesses optimise their working capital. With 150+ employees across offices worldwide, including London, we work with clients across more than 30 currencies and process over $250 billion in payment transactions annually. We're a diverse, collaborative TEAM working on complex financial problems at scale, where each individual is valued and we believe curiosity drives great work and long-term growth.

• 100% employer paid health care coverage for EMPLOYEE + FAMILY
• 4% employer match to 401K contributions
• Professional growth, learning, and development opportunities
• Collaborative, casual, fun, and flexible work environment