Technical Lead – Application & Systems Support

Technical Lead – Application & Systems Support 

Plano, TX

Hybrid

Fulltime

Position Summary:

We are seeking a hands-on Technical Lead – Application & Systems Support to support clients’ business applications, systems, integrations, and IT service environments. This role serves as a senior technical resource and escalation point for client issues, helping ensure that critical client systems are supported, reliable, and aligned with business needs. 

The ideal candidate has strong experience supporting business applications, understands IT and managed services environments, and is comfortable working directly with clients, internal support teams, vendors, and third-party providers. 

Key Responsibilities :

·      Serve as a technical lead and escalation point for client application and systems support issues. 

·      Troubleshoot client issues involving business applications, ERP systems, integrations, databases, reporting, user access, and related IT services. 

·      Work directly with clients to understand system issues, business workflows, support needs, and improvement opportunities. 

·      Coordinate with internal support teams, MSP resources, software vendors, and third-party providers to drive issues through resolution. 

·      Support and maintain integration between client applications, databases, APIs, and third party platforms. 

·      Use Microsoft SQL to investigate data issues, validate system behavior, support reporting needs, and assist with troubleshooting. 

·      Assist with API development, system integrations, data exchange, and automation projects. 

·      Help improve support documentation, client system notes, escalation processes, and standard operating procedures. 

·      Provide technical guidance and mentoring to support staff on complex client system issues. 

·      Participate in client system upgrades, implementations, migrations, testing, and change management activities. 

·      Use tools such as ConnectWise PSA, RMM platforms, and related MSP systems to manage tickets, assets, alerts, documentation, and client support activity. 

Required Qualifications :

·      Strong experience supporting business applications, client systems, or operational software platforms. 

·      Ability to troubleshoot applications, data, integration, workflow, access, and system related issues. 

·      Good understanding of IT support, managed services, infrastructure concepts, and client service delivery. 

·      Experience working directly with clients, end users, vendors, or third-party software providers. 

·      Strong communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences. 

·      Ability to prioritize client issues, coordinate resources, and drive problems through resolution. 

·      Comfortable serving as a senior technical escalation pointsfor support teams. 

Preferred Qualifications :

·      ERP support experience strongly preferred. 

·      Working knowledge of Microsoft SQL, including writing queries and investigating data related issues. 

·      Experience with API development, integration, web services, or middleware tools. 

·      Familiarity with ConnectWise PSA, ConnectWise RMM, or similar MSP tools. 

·      Experience in a managed services provider, IT consulting, software support, or client systems support environment. 

·      Prior experience as a technical lead, senior support analyst, systems analyst, application support lead, or similar role. 

Ideal Candidate :

The ideal candidate is a client-focused technical problem solver who can bridge business applications, IT support, data, and integrations. They are comfortable working directly with clients, digging into complex issues, coordinating multiple parties, and helping ensure client systems are supported professionally and reliably.