Application Support Engineer Team Lead

Role overview Lead day-to-day application support operations while helping a team resolve complex issues and deliver a dependable user experience. The role combines team guidance, escalation management, application and integration support, and coordination with engineering and product partners. It also emphasizes clear incident communication, reliable processes, and ongoing improvements to support quality.

Responsibilities - Guide and mentor application support staff, helping the team develop technical skills and manage daily work. - Oversee support queues, ticket trends, and workload distribution to spot emerging problems and maintain service performance. - Troubleshoot difficult application errors and act as an escalation point for sensitive or complex cases. - Maintain enterprise applications and integrations, including platforms such as Jira Software, Jira Service Management, and Confluence. - Coordinate with engineering, product, and other teams on incidents, workarounds, resolutions, and timelines. - Maintain documentation and operating procedures, and improve incident escalation, change control, availability, and capacity planning practices.

Requirements - The source emphasizes experience leading application support, resolving complex technical issues, handling escalations, and coordinating incident response. It does not provide a complete requirements section, so specific experience thresholds or education requirements cannot be stated.

Nice to have - Knowledge of ITIL or change management, or related certification. - Linux knowledge or Salesforce administration/development experience. - Familiarity with SonarQube, Posit/RStudio, DocuWare, or VMware.

Benefits and work setup Listed benefits include medical, prescription, dental, and vision coverage; paid time off; one Friday off each month for wellness; a 401(k) plan with employer contributions after one year; and training and certification support.