Application Support Engineer – Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of the Application Support team, offering technical guidance, mentorship, and assistance.

• Manage, support, and enhance both internal and third-party enterprise applications and integrations.

• Track support queues, ticket volumes, and trends to pinpoint issues and ensure a balanced workload.

• Diagnose and resolve intricate technical challenges and system errors as an escalation resource.

• Collaborate with Engineering, Product, and cross-functional teams on incidents, workarounds, solutions, and timelines.

• Act as the subject matter expert for Jira Software, Jira Service Management, Confluence, and other enterprise platforms.

• Create technical documentation, standard operating procedures, system configurations, and support processes.

• Promote IT support best practices, incident escalation, change control compliance, application availability, capacity planning, and process enhancements.

• Lead cross-functional projects, managing resources, timelines, deliverables, risks, and status updates.

• Work with vendors and stakeholders on troubleshooting, tool assessments, enhancements, upgrades, and integrations.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent professional experience.

• Over 6 years of experience in supporting and/or managing third-party enterprise server and cloud application platforms.

• At least 3 years of experience in managing, developing, and leading a professional Application Support team.

• A minimum of 1 year of experience engaging with senior leadership at the Director level or higher.

• More than 5 years of experience with modern development tools and technologies, including Microsoft .NET/C#, Azure Cloud, PHP, full-stack architecture, AWS, or Google Cloud.

• Over 5 years of experience with SDLC methodologies, including Waterfall, Scrum, and Kanban, alongside standard Agile tools.

• At least 4 years of advanced SQL and/or SOQL experience, encompassing complex joins, stored procedures, and other advanced database concepts.

• More than 2 years of experience with programming or scripting languages such as Java, Python, PowerShell, JavaScript, JQL, AQL, Apex, or similar technologies.

• At least 4 years of experience in creating technical documentation or standard operating procedures related to IT operations and support.

• Proven experience in leading complex, cross-functional projects and collaborating with third-party vendor support.

• Exceptional customer service, troubleshooting, problem-solving, and both written and verbal communication skills.

• Familiarity with Microsoft Teams, Microsoft Office, Jira Software, Jira Service Management, and Confluence.

• Willingness to work flexible hours, including occasional early mornings, evenings, weekends, and on-call rotations.

• Willingness to travel during the first 6 months and approximately 5% annually thereafter.

• Must currently have valid U.S. work authorization that does not require employer sponsorship now or in the future.

• Preferred: ITIL/change management knowledge or certification, Linux, Salesforce administration/development, SonarQube, Posit/RStudio, DocuWare, and VMware.

🏝️ Benefits

• Comprehensive Medical/Rx/Dental/Vision coverage for employees and their eligible family members.

• Competitive paid time off and vacation policies.

• One Friday off each month for Wellness Weekends.

• Company 401(k) plan with employer contributions after one year of service.

• Company-sponsored training and certification opportunities.

• Quarterly award ceremonies recognizing top performers who receive additional bonuses.

• Ongoing volunteer opportunities through the BHG Cares program.