Application Technician

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, Texas, Frisco
Oct 06, 2025
Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you! Thomson Reuters is seeking an Application Technician. About the Role In this opportunity as a Application Technician, you will be responsible to: Case Management and Resolution Diagnose, troubleshoot, and resolve application issues within SLAs. Maintain targeted case closure rates and manage backlog to team standards. Proactively monitor assigned environments and act on alerts. Customer Experience Deliver clear, empathetic, and timely communication throughout the case lifecycle. Capture and act on customer feedback to improve support and product usability. Achieve high CSAT through quality, speed, and accuracy. Quality and Compliance Adhere to case handling standards and documentation best practices. Meet or exceed case quality audit criteria, including root-cause clarity and preventive recommendations. Knowledge and Enablement Create and maintain internal knowledge articles and runbooks. Mentor peers, provide guidance on best practices, and contribute to or lead training and shadowing sessions. Cross-train to proficiency on at least one additional product. AI Transformation and Innovation Partner with manager to define role-specific AI growth actions. Apply AI tools to accelerate triage, knowledge retrieval, and documentation. Identify and implement process improvements that reduce aging and increase first-contact resolution. About You You're a fit for the role Application Technician if your background includes: Strong application troubleshooting across logs, configurations, integrations, and environments Proficiency with ticketing systems, monitoring/alerting tools, and collaboration platforms. Familiarity with SQL/basic scripting; ability to parse logs and automate routine tasks. Understanding of SSO authentication, Workflows and SAAS in general Excellent written and verbal communication; ability to translate technical findings into customer-friendly language. Structured problem-solving and clear documentation. Stakeholder management across customers, product, and engineering. Data-driven prioritization; disciplined case hygiene. Knowledge-centered service (KCS) or similar knowledge management practices Working knowledge of AI-assisted support workflows (e.g., AI search, summarization, drafting case updates). Ability to evaluate AI outputs critically and integrate them into daily work. #LI-MW1 What's in it For You? Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $56,000 - $104,000. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This job posting will close . About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.