We are seeking an experienced Application Support Lead to lead a team of Support Engineers responsible for supporting a business-critical software platform. The ideal candidate will combine strong technical troubleshooting and analytical skills with excellent communication, team leadership, and customer relationship management capabilities.
This role requires hands-on experience investigating complex application issues, performing root cause analysis, working with databases and SQL, and collaborating with Development, QA, Product Management, and customer-facing teams. The successful candidate will drive operational improvements, strengthen client relationships, mentor support engineers, and improve support efficiency through metrics, automation, and emerging AI technologies.
Leadership, stakeholder management, communication, and customer-facing experience are the primary evaluation priorities.
Key Responsibilities
Lead, mentor, and support a team of Application Support and Production Support Engineers.
Manage complex application incidents, troubleshoot technical issues, and drive root cause analysis (RCA).
Build and maintain strong relationships with customers, senior client stakeholders, and leadership teams.
Communicate technical issues, resolutions, risks, and service updates clearly to technical and non-technical stakeholders.
Collaborate with Development, QA, Product Management, and customer-facing teams to resolve issues and improve application stability.
Define, monitor, and report operational KPIs, support metrics, dashboards, and service performance indicators.
Establish and continuously improve incident management, problem management, knowledge management, and support processes.
Write, analyze, and troubleshoot SQL queries to investigate application and database issues.
Review application logs, technical documentation, and source code to understand application behavior and identify issues.
Develop and maintain troubleshooting guides, knowledge articles, standard operating procedures, and support documentation.
Identify opportunities to improve operational efficiency using automation, AI tools, and emerging technologies.
Manage customer expectations, escalations, service delivery, and stakeholder communications.
Promote continuous improvement, team productivity, and high-quality support delivery.
Mandatory Qualifications
8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis.
Proven experience leading, mentoring, or managing support teams.
Excellent written and verbal communication, presentation, and stakeholder management skills.
Strong customer-facing leadership and client relationship management experience.
Ability to build and maintain relationships with senior client stakeholders.
Strong analytical, troubleshooting, and problem-solving capabilities.
Hands-on database knowledge and proficiency in writing and troubleshooting SQL queries.
Experience investigating complex application issues and performing root cause analysis.
Experience defining and tracking operational metrics, KPIs, dashboards, and support reports.
Experience collaborating with Development, QA, Product, and customer-facing teams.
Strong understanding of incident management, problem management, and service management practices.
Ability to interpret application code, logs, and technical documentation without necessarily being a software developer.
Preferred Qualifications
Experience using Microsoft Excel for analysis and troubleshooting.
Familiarity with finance concepts and financial models.
Experience supporting enterprise SaaS, fintech, or other business-critical applications.
Exposure to monitoring, observability, and application performance management tools.
Experience using AI tools or technologies to improve support operations and team productivity.
Demonstrated interest in adopting new technologies and driving operational innovation.
Ideal Candidate Profile
The ideal candidate is a technically savvy support leader who can manage teams, handle escalations, communicate confidently with senior stakeholders, and maintain strong customer relationships. Candidates should demonstrate a balance of technical troubleshooting capabilities and leadership effectiveness, with particular emphasis on communication, people management, and customer-facing responsibilities.
