Application Support Engineering Lead

Requirements Must have: – 3+ years of experience in a technical, customer-focused support or services role within a SaaS or tech-centric environment, including at least 1 year in a leadership position. – Advanced SQL proficiency and proven experience with relational databases such as SQL Server, PostgreSQL, or MySQL in a production support role. – Strong grasp of web application structure, RESTful API design and troubleshooting, along with cloud-native application patterns. – Practical experience with primary Azure services: App Service, Azure Functions, Azure Storage, Application Insights, and related PaaS/IaaS components. – Knowledge of Git-based version control systems and CI/CD processes using Azure DevOps. – Familiarity with networking principles including DNS, virtual networks (VNETs), Application Gateway, Azure Front Door, and CDN. – Demonstrated capacity to analyze monitoring dashboards, application logs, and event telemetry to troubleshoot and rectify complex production issues. – Effective and confident communication skills in English, with the capability to simplify complex technical ideas for diverse audiences. Responsibilities: Lead, mentor, and cultivate a team of Application Support Engineers, establishing clear expectations for technical quality, responsiveness, and client satisfaction. Oversee the comprehensive application support operations, ensuring consistent delivery of high-quality solutions across all severity tiers.

Manage issue resolution processes, including prioritization, triage, root-cause analysis, and communication with stakeholders. Monitor team workload, ticket volumes, SLAs, and performance metrics; adjust resources and priorities as needed. Proactively identify recurring problems, operational bottlenecks, and technical risks, leading initiatives to address them on a larger scale.

Develop, refine, and enforce processes and documentation that enhance efficiency, quality, and predictability. Collaborate closely with Engineering, Product, and Client Success to align priorities, streamline workflows, and address gaps. Act as the senior technical escalation point, actively engaging in the most challenging application issues, outages, and incidents impacting customers.

Review application monitors, dashboards, alerts, and event logs to swiftly identify and resolve production issues across the OPTX platform. Write and refine SQL queries against relational databases to investigate data discrepancies, verify system behavior, and assist with incident resolution. Troubleshoot challenges across the complete web application architecture while applying a solid understanding of application design, RESTful APIs, and cloud-based patterns.

Utilize hands-on experience with Azure services to diagnose and rectify platform-level concerns. Apply knowledge of modern DevOps practices and utilize familiarity with Git workflows and CI/CD pipelines when addressing deployment-related issues. Leverage an understanding of networking fundamentals to tackle connectivity, routing, and performance challenges.

Contribute to the creation of internal tools, dashboards, and automation systems that speed up troubleshooting and empower partner teams. Company: We are seeking an Application Support Manager who will spearhead a high-performing team of Application Support Engineers, overseeing the full technical support lifecycle—from issue triage and troubleshooting to resolution and extensive system enhancement. This dual-role involves both leadership and hands-on technical contribution, where you will collaborate with Engineering, Product, and Client Success teams to enhance operational efficiency and client experience.

Our office is in a vibrant location, and we offer competitive compensation along with comprehensive benefits such as 401(k) matching, health, dental, life insurance, and generous paid time off. #J-18808-Ljbffr