Overview
On Site
USD 140,000.00 - 180,000.00 per year
Full Time
Skills
Application Support
Continuous Improvement
Customer Focus
Reliability Engineering
Team Leadership
IT Management
Mentorship
Leadership
Incident Management
Management
Accountability
Process Improvement
Boost
Operational Efficiency
Collaboration
Documentation
Technical Support
Software Engineering
Analytical Skill
Root Cause Analysis
Issue Resolution
Splunk
NoSQL
Database
MongoDB
Cloud Computing
Amazon Web Services
Google Cloud
Google Cloud Platform
Microsoft Azure
Communication
Organizational Skills
AngularJS
Node.js
Scripting
Python
Bash
System Integration Testing
Job Details
Location: Chicago, IL
Hybrid, 3 days a week on site
Salary: $140,000 - 180,000
The Team Lead for Application Support Engineering is responsible for managing a group of technical support professionals, ensuring timely resolution of software issues, and fostering a culture of continuous improvement and customer focus. This role combines leadership, technical expertise, and cross-functional collaboration to enhance system reliability and user satisfaction.
Key Responsibilities
* Team Leadership & Development: Serve as a hands on technical lead, mentoring a small team of junior engineers, and working closely with engineering leadership and c-suite.
* Issue Management: Oversee the intake, prioritization, and resolution of technical incidents. Ensure accountability and visibility throughout the lifecycle of each issue.
* Process Improvement: Design and refine support procedures to boost operational efficiency and reduce resolution times.
* Cross-Team Collaboration: Work closely with engineering, product, and operations teams to address recurring issues and improve system stability.
* Documentation Standards: Ensure comprehensive and accurate records of troubleshooting steps, resolutions, and post-incident reviews.
* Customer Advocacy: Promote a service-oriented mindset across the team, emphasizing clear communication, empathy, and professionalism.
Required Qualifications
* Minimum 2 years of experience leading a technical support or engineering team.
* At least 5 years of hands-on experience in technical support, software engineering, or a related field.
* Strong analytical skills with a proven track record in root cause analysis and long-term issue resolution.
* Experience with observability tools (e.g., DataDog, Splunk).
* Familiarity with NoSQL databases (e.g., MongoDB).
* Exposure to cloud platforms (e.g., AWS, Google Cloud Platform, Azure).
* Excellent communication and organizational skills, with the ability to motivate and guide teams.
* Demonstrated success in driving process enhancements in dynamic environments.
Preferred Skills
* Understanding of modern frontend frameworks (e.g., Angular) and backend technologies (e.g., Node.js).
* Basic scripting knowledge (e.g., Python, Bash).
* Strong customer orientation with the ability to balance technical depth and business impact.
This role must sit out of the firms Chicago office working in person 3 days per week. A this time, the team is unable to provide visa sponsorship.
Hybrid, 3 days a week on site
Salary: $140,000 - 180,000
The Team Lead for Application Support Engineering is responsible for managing a group of technical support professionals, ensuring timely resolution of software issues, and fostering a culture of continuous improvement and customer focus. This role combines leadership, technical expertise, and cross-functional collaboration to enhance system reliability and user satisfaction.
Key Responsibilities
* Team Leadership & Development: Serve as a hands on technical lead, mentoring a small team of junior engineers, and working closely with engineering leadership and c-suite.
* Issue Management: Oversee the intake, prioritization, and resolution of technical incidents. Ensure accountability and visibility throughout the lifecycle of each issue.
* Process Improvement: Design and refine support procedures to boost operational efficiency and reduce resolution times.
* Cross-Team Collaboration: Work closely with engineering, product, and operations teams to address recurring issues and improve system stability.
* Documentation Standards: Ensure comprehensive and accurate records of troubleshooting steps, resolutions, and post-incident reviews.
* Customer Advocacy: Promote a service-oriented mindset across the team, emphasizing clear communication, empathy, and professionalism.
Required Qualifications
* Minimum 2 years of experience leading a technical support or engineering team.
* At least 5 years of hands-on experience in technical support, software engineering, or a related field.
* Strong analytical skills with a proven track record in root cause analysis and long-term issue resolution.
* Experience with observability tools (e.g., DataDog, Splunk).
* Familiarity with NoSQL databases (e.g., MongoDB).
* Exposure to cloud platforms (e.g., AWS, Google Cloud Platform, Azure).
* Excellent communication and organizational skills, with the ability to motivate and guide teams.
* Demonstrated success in driving process enhancements in dynamic environments.
Preferred Skills
* Understanding of modern frontend frameworks (e.g., Angular) and backend technologies (e.g., Node.js).
* Basic scripting knowledge (e.g., Python, Bash).
* Strong customer orientation with the ability to balance technical depth and business impact.
This role must sit out of the firms Chicago office working in person 3 days per week. A this time, the team is unable to provide visa sponsorship.
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