Role Summary

We are seeking a
client-facing Application Support Engineer
to support and stabilize business applications within professional services and law firm environments.

This role combines
hands-on technical support
,
ticket ownership
, and
operational coordination
. While not a traditional Business Analyst or Project Manager role, the position requires a
problem-solving mindset
, strong business understanding, and ownership of day-to-day application operations.

The ideal candidate thrives in a fast-paced client environment, enjoys resolving complex issues, and proactively improves processes and system reliability.

Key Responsibilities

• 
  Manage day-to-day
  application and technical support operations
• 
  Resolve support tickets across multiple client environments
• 
  Troubleshoot
  Windows systems, applications, and user issues
• 
  Act as the primary point of contact for client support requests
• 
  Reduce dependency on senior engineers through independent issue resolution
• 
  Coordinate with internal teams, vendors, and stakeholders for incident resolution
• 
  Support application implementations, upgrades, and operational improvements
• 
  Document solutions, workflows, and recurring issues
• 
  Maintain high customer satisfaction through professional client interaction
• 
  Identify opportunities to improve processes and operational stability

Requirements

Required Qualifications

• 
  5-6 years of hands-on
  Application Support / Technical Support
  experience
• 
  Strong troubleshooting skills in
  Windows environments
• 
  Experience handling ticket queues and managing issues end-to-end
• 
  Excellent client communication and customer service skills
• 
  Ability to work independently and remain calm under pressure
• 
  Strong analytical thinking and structured problem-solving approach
• 
  Experience supporting multiple users or client environments

Preferred Experience

• 
  MSP (Managed Service Provider) background
• 
  Exposure to
  FileMaker
  environments
• 
  Audio-Visual (AV) setup or configuration experience
• 
  Professional services or law firm support experience
• 
  Experience coordinating implementations or system rollouts
• 
  Familiarity with operational workflows and business processes