Lead Application Support Engineer

Remote (United States)

About the Role

This opportunity is for a hands-on Support Engineer focused on application reliability, production support, technical triage, incident response, and continuous improvement of mission-critical SaaS platforms. The role is designed for a senior technical professional who can write production-ready code, lead complex debugging efforts, set standards for support-driven engineering work, and guide a team of application support engineers.

This role works at the intersection of support, engineering, and operations. It involves triaging escalated incidents, developing hotfixes, identifying systemic failure patterns, partnering with engineering teams to reduce recurring issues at the root, and using modern AI-assisted tooling to make support operations faster, smarter, and more proactive.

Employment Type: Full Time

Salary: $150,000 - $170,000 per year

What You’ll Do

Incident Management & Technical Triage

• Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements.
• Perform deep technical triage across the full application stack.
• Analyze logs, traces, database queries, and application behavior to identify root causes quickly and accurately.
• Develop and communicate clear workarounds to reduce customer impact while permanent fixes are being completed.
• Establish engineering standards for support-owned code, including testing expectations, deployment safety, and rollback strategy.
• Author and deploy targeted hotfixes with appropriate testing and change control.
• Coordinate production releases on Azure.
• Maintain SLA compliance throughout the incident lifecycle.
• Ensure ticket documentation is accurate, complete, and timely.

Proactive Problem Management

• Monitor production defect and incident patterns to identify recurring or systemic issues before they escalate.
• Build and maintain a problem registry for recurring production issues.
• Translate issue patterns into actionable engineering proposals with clear business impact.
• Drive post-incident reviews and own follow-through on corrective action items.
• Partner with product and engineering teams to advocate for platform stability improvements based on real-world support data.

AI-Augmented Support Operations

• Champion the use of AI and automation tools, including Copilot, AI-assisted log analysis, and LLM-based triage assistants, to speed up issue diagnosis and resolution.
• Lead the development of internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce mean time to resolution.
• Identify repetitive support workflows that can be automated and implement tooling improvements.

Technical Debt & Engineering Collaboration

• Engage with the engineering backlog to identify, scope, and prioritize technical debt that affects platform stability and supportability.
• Contribute to or lead remediation of targeted technical debt during allocated engineering cycles.
• Act as a bridge between operational insights from the support team and roadmap priorities from the engineering team.

Team Leadership & Development

• Lead, coach, and mentor a team of application support engineers.
• Provide technical guidance and career development support to team members.
• Set team priorities and manage workload distribution.
• Ensure appropriate on-call coverage.
• Establish and refine ticket workflows, escalation paths, documentation standards, and quality benchmarks.
• Define and track key performance indicators for the support engineering function.
• Align the team around shared goals and continuous improvement.
• Conduct regular one-on-one meetings and performance reviews.
• Foster a culture of accountability, learning, and continuous improvement.

Qualifications

• 10+ years of experience in application support, software engineering, or a combined production-focused engineering role.
• At least 3 years of experience in a senior or lead capacity.
• Strong hands-on proficiency with .NET and C# for reading, debugging, and writing production-quality code.
• Solid understanding of React front-end applications, including the ability to diagnose UI-layer issues and interpret browser-side errors.
• Deep experience with Microsoft SQL Server, including query analysis, execution plan review, and performance troubleshooting.
• Demonstrated experience supporting applications hosted on Microsoft Azure, including App Services, Azure SQL, Application Insights, Log Analytics, Azure DevOps, or similar services.
• Proven track record of owning complex, high-stakes production incidents from beginning to end.
• Experience with structured problem management methodologies, such as root cause analysis and 5 Whys.
• Demonstrated ownership of production codebases.
• Ability to fix issues directly in code rather than simply routing work to another team.

Preferred Qualifications

• Experience building or deploying AI or LLM-assisted tools for support operations, such as GitHub Copilot, Azure OpenAI, Claude Code, or custom diagnostic bots.
• Familiarity with CI/CD pipelines and deployment automation, including Azure DevOps or GitHub Actions.
• Exposure to observability and monitoring tools such as Application Insights, Datadog, Grafana, or similar platforms.
• Background in business-critical SaaS environments where multi-tenancy, uptime commitments, and customer impact are important.
• Healthcare industry experience is a plus.
• ITIL Foundation certification or equivalent experience in structured IT service management is a plus.

Working Conditions

• Periodic travel of approximately 10% for team meetings and company events, as applicable.
• Fast-paced, growth-oriented SaaS environment.
• Cross-functional collaboration with Product, Sales, Customer Success, and Executive Leadership.
• Ability to manage multiple concurrent product launches and shifting priorities.
• Ability to balance real-time collaboration with thoughtful asynchronous execution in a remote-first environment.
• Flexible work schedule designed to support work-life balance.

Benefits

• Competitive salary with bonus potential.
• Remote work environment with a flexible schedule.
• Annual company offsite.
• Generous leave package, including a flexible time off policy.
• 13 paid holidays.
• Paid sick leave.
• Paid parental leave.
• Medical, dental, and vision insurance for employees and eligible family members.
• Company-funded FSA and HSA options, depending on the medical plan selected.
• 401(k) with company match.
• One-time workspace reimbursement to help support a remote workspace.