Application Support Engineer, L1 & L2 Support

[Adarsh mallik]

Application Support Engineer (L1 & L2 Support)

Location: Norton, Boston, MA (3 Days Onsite)
Job Type: Contract / Full-Time
Experience: 6–10+ Years

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Job Overview

We are seeking an experienced Application Support Engineer to provide L1 and L2 support for enterprise systems across manufacturing, laboratory, and clinical environments. The ideal candidate will have hands-on experience supporting multiple applications and ensuring smooth operations in a regulated environment.

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Technologies / Applications (Experience Required in Few/Most)

• MES (Manufacturing Execution Systems)
• IDBS PIMS
• AVEVA PI
• Lab Systems (LIMS – QC & CMC exposure is a plus)
• Waters Empower
• Waters Connect
• SmartQC
• Emerson RTMS
• HxGN EAM CMMS
• SEEQ
• Heavensight MIT (SAP Scanners)
• Clinical Trial Systems (N-Side or similar)

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Key Responsibilities

L1 Support (User & Operational Support)

• Provide user system training and onboarding support
• Understand and document business processes and workflows
• Manage user access requests and role assignments
• Perform report generation and data extraction
• Act as first line of troubleshooting for system issues
• Handle basic system administration and configurations
• Support application installations and environment setup
• Monitor and manage tickets with vendor helpdesk systems

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L2 Support (Advanced Support & Governance)

• Manage change management (process & system level)
• Maintain master data management and data integrity
• Handle system documentation (SOPs, design specifications)
• Perform user access reviews and audit readiness activities
• Support validation processes (biannual/periodic reviews)
• Act as second-line support with ISM and vendor teams
• Monitor security patches, upgrades, and system performance
• Perform system maintenance, restarts, and health checks

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Required Skills

• Strong experience in L1/L2 Application Support
• Experience supporting enterprise systems (manufacturing/lab/clinical)
• Knowledge of incident, problem, and change management
• Experience with ticketing tools (ServiceNow or similar)
• Strong troubleshooting and analytical skills
• Understanding of GxP / regulated environments (preferred)

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Preferred Skills

• Experience with MES, PIMS, LIMS, or clinical systems
• Exposure to SAP integrations or scanner-based tools
• Knowledge of reporting tools and data systems
• Experience working with vendor-managed applications