L2 Application Support Engineer

PrimeRevenue; Atlanta (GA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health coverage

401K match

Career development

Flexible work culture

Job summary

PrimeRevenue is looking for an L2 Application Support Engineer in Atlanta to resolve customer issues efficiently using documented procedures. You will provide technical Level 2 support to Global L1 teams and collaborate with distributed groups to resolve complex questions.

The role requires MS SQL Server experience, strong communication skills, and a proactive, problem‑solving mindset in a fast-paced fintech environment. Growth opportunities and a collaborative culture are offered.

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.
• Minimum two years’ experience with Microsoft SQL Server and queries scripting.
• Demonstrated 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.

Responsibilities

• Provide technical Level 2 support to all Global Level 1 Customer Support teams.
• 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 drive resolution of customer issues.

Skills

SQL queries

Customer support

Communication

Problem solving

Cross-functional collaboration

Education

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

Tools

Microsoft SQL Server

SalesForce

Quest

Microsoft Office

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 elevate 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 escape 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