(Eg0047) Application Support Engineer

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 will work with US clients. Effective communication in English is essential to deliver the best solutions to our clients and expand your horizons. 

What to expect from our Talent Connection process: 

• Sign up: Apply to this position and upload your resume. 

• Profile review: Our team will review your profile and keep it in our talent database. 

• Contact: Our team will contact you to have an interview to get to know you better and to share with you a bit more of what we are looking for.  

• Knowing you better: We'd love to discuss your experience in an interview with our recruiters.   

• Notification: When a suitable position opens, we’ll contact you to start the selection process, having in mind that this process will be faster because we already had the first screening. 

• Transparency: This process is direct and without intermediaries. 

🎯 For over 25 years, we’ve been shaping digital transformation, delivering complex solutions for global enterprises and public sector organizations. Today, we are at the forefront of an AI-driven transformation era, helping organizations turn data into real business value. By combining deep domain expertise with data and AI, we design solutions that create immediate impact while scaling for the future.    
 
We believe complexity doesn’t have to mean complicated, and that the best solutions are those that work in the real world, not just on paper. That’s why our clients trust us with their most ambitious, business-critical initiatives.  

We would love to hear from you if you are eager to make an impact and join a collaborative team that values creativity and expertise.  

Let’s work together to shape the future of technology!  

🧑‍💻 Apply now!