(EG0047) Application Support Engineer - Talent Connection

Join   Nortal   for your next big adventure. We are   seeking   an Application Support Engineer  to join our team, grow with us, and teach us a few things along the way.   Explore the  Nortal  experience!   Join our close-knit LATAM remote team : Connect through fun activities like coffee breaks, tech talks, and games with your team-mates and management.   Say goodbye to micromanagement!  We champion autonomy, open communication, and respect for diversity as our core values.   Your well-being matters : Our People Care team is here from day one to support you with everything from time-off requests to wellness check-ins.   Plus, our Accounts Management team ensures smooth, effective client relationships, so you can focus on what you do best.   Ready to grow with us?   🚀   Here’s what we offer you by joining us!    Competitive USD salary  – We value your skills and contributions!   100% remote work  – While you can work from anywhere, you’re always welcome to connect with teammates and grow your network at our coworking spaces across LATAM!    Paid time off  – Take the time you need according to your country’s regulations, all while receiving your full salary. Rest, recharge, and come back stronger!    National Holidays celebrated  – Take time off to celebrate important events and traditions with loved ones, fully embracing your culture.   Sick leave  – Focus on your health without the stress. Take the necessary time to recover and feel better.   Refundable Annual Credit  – Spend it on the perks you love to enhance your work-life balance!   Team-building activities  – Join us for coffee breaks, tech talks, and after-work gatherings to bond with your Nortal family and feel part of our vibrant community.   Birthday day off  – Enjoy an extra day off during your birthday week to celebrate in style with friends and family!   About the project:   At Nortal, we know great talent doesn’t wait for job openings. That’s why we’re building a community of passionate professionals for future opportunities.   These proactive searches align with the profiles our trusted clients seek regularly. Join our "Future Talent" network to be among the first considered when the right opportunity arises.   With over 160 new hires every year, we are constantly expanding our team with passionate and skilled professionals who want to make an impact.   As an Application Support Engineer , you will apply deep technical knowledge to provide technical support and design and implement solutions for a wide variety of internal and external technology users. You will be the main point of contact for technical-related matters and engage with other RWS Departments as required to ensure customer satisfaction.   How your day-to-day work will look like:   Support   activities   Provide advanced technical support and resolve complex issues (server-wide performance, custom workflows, and CMS integrations) to deliver robust, long-term solutions.   Resolve escalated technical issues by coordinating actions with cross-functional technology departments ( CloudOps , Product Development, and Professional Services).   Communicate system outages and critical technical issues promptly to Project Managers (PJMs) and affected clients.   Mentor junior team members to resolve technical queries and accelerate their skill development.   Diagnose system bugs and proactively raise awareness of technical problems among all user groups.   Implementation  and  Configuration   activities   Assess and document process optimization areas for assigned accounts through structured dialogue with clients and PJMs.   Design and deliver end-to-end technical configurations, including comprehensive testing as agreed with technology users.   Monitor  anticipated  costs for key items (solution implementations, Professional Services) and contribute to Statements of Work (SoW).   Document functional specifications to guide developers in delivering seamless  customisations .   Process and Knowledge Building  activities   Maintain up-to-date knowledge of localization processes and secure the latest technology certifications (RWS Studio, RWS TMS, etc.).   Update and  maintain  relevant project documentation, ensuring all changes are communicated effectively to the extended team.   Communication  and  Relationships   activities   Deliver comprehensive system training to internal and external stakeholders, including translators, Project Managers, and client reviewers.   Create written and recorded training materials to maximize user self-learning and self-help post-training.   Advise users on  new technology  releases, outlining implementation strategies or potential risks of current versions.   Build trusted relationships with peers and technology users through account meetings to  identify  workflow efficiency gains.   This would make you the ideal candidate:   Bachelor's Degree in Computer Science , Engineering, or  a related  field.     Analyze existing processes and propose actionable optimization strategies to increase overall operational efficiency.   Leverage advanced diplomacy and negotiation skills to manage stakeholder relationships effectively.   Apply proven, methodical problem-solving skills to resolve complex technical challenges.   Demonstrate an acute attention to detail and a keen interest in emerging technologies.   Utilize advanced hardware and networking knowledge to support system infrastructure.   Maintain a strong understanding of content creation tools and diverse file types (XML, HTML, SGML derivatives, MS Office, FrameMaker).   Manage incidents effectively using enterprise portals such as Salesforce, BMC, or equivalent ticketing systems.   Exhibit advanced time management skills to balance competing priorities and meet strict deadlines.   Advanced English Level is  required  for this role ,  as you