Lead Application Support Engineer

About the Role

We are looking for a hands-on and operationally minded Lead Developer to own the health, reliability, and continuous improvement of our mission-critical SaaS platforms. This role is intentionally designed for a senior engineer who writes production-ready code, leads complex debugging efforts, and sets technical direction for how support-driven engineering work is executed while simultaneously mentoring and managing a team of application support engineers.

You will work at the intersection of support, engineering, and operations: triaging escalated incidents, developing hotfixes, identifying systemic failure patterns, and partnering with engineering to reduce recurring issues at their root. You bring a forward-looking mindset to a function that could otherwise be purely reactive — and you use modern AI-assisted tooling to make your team faster and smarter.

Responsibilities

• Incident Management & Technical Triage
  • Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements, performing deep-dive technical triage across the full application stack.
  • Analyze logs, traces, database queries, and application behavior to identify root causes rapidly and accurately.
  • Develop and communicate clear workarounds to minimize customer impact while permanent fixes are in progress.
  • 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, coordinating production releases on Azure.
  • Maintain SLA compliance and ensure accurate, timely ticket documentation throughout the incident lifecycle.
• Proactive Problem Management
  • Monitor production defect and incident patterns to surface recurring or systemic issues before they escalate.
  • Build and maintain a problem registry; translate patterns into actionable engineering proposals with clear business impact framing.
  • Drive post-incident reviews (PIRs) and own the follow-through on corrective action items.
  • Partner with the product and engineering teams to advocate for platform stability improvements based on real-world support data.
• AI-Augmented Support Operations
  • Champion the adoption of AI and automation tools (e.g., Copilot, AI-assisted log analysis, LLM-based triage assistants) to accelerate issue diagnosis and resolution.
  • Lead development of internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce mean time to resolution (MTTR).
  • Identify opportunities to automate repetitive support workflows and implement tooling improvements.
• Technical Debt & Engineering Collaboration
  • Actively engage with the engineering backlog to identify, scope, and prioritize tech debt items impacting platform stability and supportability.
  • Contribute to or lead the remediation of targeted tech debt items during allocated engineering cycles.
  • Act as a bridge between the support team's operational insights and the engineering team's roadmap priorities.
• Team Leadership & Development
  • Lead, coach, and mentor a team of application support engineers, providing technical guidance and career development support.
  • Set team priorities, manage workload distribution, and ensure appropriate on-call coverage.
  • Establish and refine team processes — ticket workflows, escalation paths, documentation standards, and quality benchmarks.
  • Define and track key performance indicators and align the team around common goals and continual improvement.
  • Conduct regular 1:1s, performance reviews, and foster a culture of accountability, learning, and continuous improvement.

Requirements

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

Preferred Qualifications

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

Working Conditions & Environment

• Fully remote role within the United States.
• Periodic travel (approximately 10%) for team meetings and company events.
• Operates in a fast-paced, growth-oriented, PE-backed SaaS environment.
• Requires cross-functional collaboration across Product, Sales, Customer Success, and Executive Leadership.
• Ability to manage multiple concurrent product launches and shifting priorities.

This position is subject to a pre-employment drug screening, where permitted by applicable law. Any required screening will be conducted after a conditional offer of employment and in accordance with applicable federal, state, and local laws.

Benefits

• Competitive compensation
• Remote-first: Work from anywhere in the US. We also provide a one-time home office stipend to set up your workspace, plus a monthly Wi-Fi reimbursement.
• Flexible work: Flexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET), giving you space for both deep work and real life.
• Company-wide offsite: Annual offsite to collaborate, build relationships, and have fun together.
• Time off: Flexible PTO designed for real recharge, plus 17 company holidays, paid sick leave, and paid parental leave.
• Comprehensive health coverage: Multiple medical plan options with significant company premium contributions, along with dental (including orthodontia) and vision coverage for you and your family. Includes company contributions to HSA/FSA accounts (based on plan selection).
• Financial wellness: 401(k) with company match to help you plan for the future.