Application and Service Delivery Engineer

The Company:

Lanvera is the software technology leader in customer communications, serving clients with a strong focus on continuous innovation, strategy, and execution. We are financially stable and invest heavily in enhancing our technology platform that supports the design, generation, and delivery of business-critical documents. As a team, we're committed to excellence. Lanvera is a place where strategy meets execution and where your work contributes directly to better client experiences and ongoing digital transformation in the industry.

At Lanvera, we embrace an in-person-first culture, inspiring a vibrant work environment that thrives on connections and strengthening personal growth.

The Position:

The Application and Service Delivery Engineer is a critical member of our client-facing technical (IT Engineering) team, with primary responsibility (approximately 75%) focused on supporting both custom-developed and third-party applications. This includes diagnosing and resolving complex technical issues, ensuring application stability, and collaborating closely with Client Support, Infrastructure, and Development teams.

Additionally, approximately 25% of this role involves managing and enhancing the IT Service Management (ITSM) ecosystem-specifically Jira and Confluence. This includes overseeing workflows, maintaining system configurations, and ensuring alignment with ITIL-based service delivery practices.

Strong analytical skills, technical acumen, and excellent communication are essential for success in this hybrid role.

Responsibilities:

• Provide Tier 2/3 support for enterprise applications, including issue triage, root cause analysis, and resolution.
• Collaborate with cross-functional teams to resolve application performance issues and implement enhancements.
• Provide support for cloud-based applications and infrastructure, including Kubernetes, container orchestration, and related technologies.
• Utilize monitoring and log analysis tools (e.g., Datadog, OpManager) to proactively identify and resolve issues.
• Create and maintain support documentation, FAQs, and internal knowledge base articles.
• Support SaaS platforms and manage integrations with third-party APIs and services.
• Identify and mitigate security vulnerabilities promptly.
• Work closely with other IT teams to expedite ticket resolution, emphasizing the automation of workflows through scripting.
• Manage installations, upgrades, configurations, and patching of third-party enterprise software.
• Engage in a diverse range of application-centric projects.
• Provide on-call support for production issues and perform periodic application maintenance.
• Administration of an enterprise-wide Atlassian environment, including Jira Work Management, Jira Service Management, Confluence, and related 3rd party add-ons.
• Champion disciplined Incident, Problem, and Change Management procedures.
• Collaborate effectively in a team-oriented environment that is primarily onsite.

Qualifications:

• Bachelor's Degree in Computer Science or equivalent experience.
• Strong technical proficiency; demonstrated analytical, reasoning, and problem-solving skills.
• Exceptional communication skills, adept in both verbal interactions and technical writing/diagramming.
• 3+ years of experience in application support, SaaS platforms, API integrations or a similar technical role.
• 3+ years Microsoft technologies (Windows server, Visual Studio, Web apps, services, and configurations, PowerShell, basic MS SQL Server skills, IIS, ODBC, Excel, SSRS)
• 3+ years supporting Linux-based systems
• Experience with cloud and cloud infrastructure (particularly Azure Cloud).
• Understanding of ITIL frameworks and enterprise support models.
• Familiarity with monitoring/logging tools such as Datadog.
• Experience coding/scripting or a desire to learn
• Excellent communication, organization, and documentation skills.
• Jira administration experience is a plus, though not required.
• Ability to work autonomously and as part of a team.

Desired Qualifications (ITSM):

• Experience with Atlassian (or similar).
• Configure and manage Jira projects, workflows, custom fields, permissions, and automation rules.
• Support integrations between Jira and tools like Confluence, Structure, and Tempo.
• Promote Jira governance and best practices across technical and non-technical teams, including user training.
• Scripting (i.e. PowerShell, bash, Python)

Company Benefits:

• Three weeks of PTO
• Health Insurance
• 401 (k) with dollar matching
• Profit sharing
• One day of remote work
• Long-term disability
• Bonus
• Monthly Gas Stipend

Please send your resume, complete with address

Lanvera reserves the right to perform a Background Check on all candidates selected.