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.