Application Support Lead

Application Support Lead

Overview

We are seeking a highly analytical and technically minded Application Support Lead to lead a team of Support Engineers responsible for supporting a business-critical software platform. This role requires a hands-on leader who can investigate complex issues, drive root cause analysis, mentor support engineers, and work closely with Development, Product, QA, and customer teams to ensure high-quality service delivery.

The ideal candidate is naturally curious, comfortable working with data and databases, capable of understanding application architecture and code behavior, and passionate about leveraging new technologies, including AI, to improve support processes and operational efficiency.

This is a leadership position requiring strong technical troubleshooting skills combined with excellent communication and stakeholder management abilities.

Required Experience & Skills

Mandatory Requirements

• Minimum 8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis roles.
• Experience leading, mentoring, or managing support teams.
• Exceptional analytical and problem-solving skills.
• Strong database knowledge and ability to write and troubleshoot SQL queries.
• Experience investigating complex application issues and performing root cause analysis.
• Excellent written and verbal communication skills.
• Experience defining and tracking operational metrics to improve support effectiveness and efficiency, as well as building support processes, KPIs, operational dashboards, and reporting.
• Experience collaborating with Development, QA, Product Management, and Customer-facing teams.
• Strong understanding of incident, problem, and service management practices, including the creation, maintenance, and continuous improvement of knowledge articles, troubleshooting documentation, and support processes.
• Ability to read and understand application code, logs, and technical documentation without being a software developer.

Preferred/Non-Mandatory Qualifications

• Experience using Excel for analysis and troubleshooting.
• Familiarity with finance concepts and financial models.
• Experience supporting enterprise SaaS, fintech, or business-critical applications.
• Exposure to monitoring, observability, and application performance management tools.
• Experience evaluating or utilizing AI tools and technologies to improve support operations and team productivity.
• Passion for learning new technologies and driving innovation within support teams.