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L2 Application Support Engineer

Job

Info Dinamica Inc

Boston, MA (In Person)

Full-Time

Posted 2 days ago (Updated 10 hours ago) • Actively hiring

Expires 6/28/2026

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Job Description

Senior Support Engineer / L2
Application Support Engineer Location:
Boston, MA (3 days/week onsite) Job Summary 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. Key Responsibilities 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 Required Skills & Experience 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 Preferred Qualifications ITIL certification is a plus Experience working in managed services or enterprise support environments Exposure to service delivery management and operational reporting