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Lead Application Support Engineer

clearlyagileRemote — Tampa, Florida, United States
Remote Full-time

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Experience Level

Manager

Qualifications

Qualifications & Skills5+ years of experience in application support, system administration, or IT operations. Strong background in supporting web applications and Microsoft server technologies. Proficient understanding of client/server architectures, web servers, and database systems.

About the job

Lead Application Support Engineer
Location: Remote

We are in search of a Lead Application Support Engineer to spearhead the operational support and enhancement of our Corporate Service applications. This pivotal role involves providing hands-on second-level support, addressing escalations from the Help Desk, and ensuring the stability, security, and performance of essential business systems.

Additionally, the role entails leading a small, remote team consisting of one Support Engineer based in London and another nearshore/local Support Engineer to guarantee prompt and quality support delivery.

Key Responsibilities

  • Team Leadership
    • Guide and mentor a team of support engineers (London & nearshore/local)
    • Oversee daily workload and ticket resolution, ensuring efficient project processes.
    • Establish and promote best practices in troubleshooting, documentation, and communication.
  • Application Support & Operations
    • Coordinate the lifecycle of application patching, version upgrades, and routine maintenance for custom and vendor applications, including creating status reports, developing schedules for deliverables, and deploying fixes.
    • Provide second-level support for Legal and Corporate Service applications.
    • Address escalations from the Help Desk and manage requests from end users.
    • Diagnose and resolve bugs, escalating to development teams when necessary.
    • Monitor system automated tests and health checks, creating action plans for identified issues.
    • Ensure system stability, performance optimization, and data integrity.
  • Technical Responsibilities
    • Carry out scheduled maintenance tasks to keep applications running smoothly.
    • Support and troubleshoot web applications, web servers, and database connectivity.
    • Comprehend how web servers and databases interact across client/server environments.
    • Manage group-based security and user access controls.
    • Support process improvements and contribute to automation initiatives.
  • Continuous Improvement
    • Analyze incident trends to identify improvement opportunities and incident prevention strategies.
    • Document standard operating procedures, best practices, and known error resolutions.
    • Recommend enhancements to application lifecycle management and support models.

About clearlyagile

clearlyagile is committed to delivering innovative solutions that empower businesses to thrive. Our team is passionate about creating a collaborative environment where creativity and technology merge to drive success.

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