Lead, Application Support

Job Description

REQUIREMENTS

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field (or equivalent practical experience).
• Minimum 5 years of experience in application support, technical support, or a closely related role
• Demonstrated experience supporting SaaS or enterprise application environments.
• Strong problem-solving skills with the ability to address difficult but non-strategic, non-enterprise-wide issues independently.
• Ability to explain technical topics clearly to cross-functional partners and non-technical stakeholders.
• Comfortable working with general supervision while managing day-to-day priorities autonomously.

RESPONSIBILITIES

Application Support & Issue Resolution

• Independently resolve complex (but not highly ambiguous or novel) application issues through structured troubleshooting and root-cause analysis.
• Serve as an escalation point for difficult support cases within the team, recommending solutions consistent with established practices and standards.
• Ensure incidents, service requests, and defects are accurately documented, tracked, and communicated through agreed support workflows.

Cross-Functional Collaboration

• Partner with Product Management, Engineering, and QA teams to communicate issue context, customer impact, and required follow-up.
• Participate in defect validation, release readiness conversations, and post-incident reviews as a subject matter contributor.
• Influence outcomes within the job area by clearly explaining facts, policies, technical constraints, and recommended actions.

Operational Improvement & Insights

• Analyze recurring issues and support trends to identify opportunities for incremental improvements in stability, documentation, or processes.
• Contribute to operational reporting by providing inputs on trends, risks, and customer impact based on hands-on support experience.
• Apply judgment to recommend practical enhancements while escalating broader systemic risks as appropriate.

Knowledge Sharing & Team Contribution

• Share best practices, lessons learned, and application knowledge with peers to strengthen overall team effectiveness.
• Support onboarding and knowledge transfer activities through documentation and peer coaching.
• Model strong operational discipline, customer focus, and adherence to established support standards.

Are you interested in this position?

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