Application Support Engineer Team Lead

Who You Are

You are a motivated Application Support professional who is passionate about building high-performing support teams and delivering a positive customer experience. You excel at leading teams, troubleshooting complex issues, and managing escalations, and have experience overseeing day-to-day support operations while ensuring incidents are communicated and resolved effectively. You are a proactive, collaborative, and solutions-driven leader, and thrive in a fast-paced environment where you can balance team workloads, identify emerging issues, and partner with Engineering and Product leaders to drive timely resolutions.

What You'll Do

• Lead the day-to-day operations of the Application Support team, providing technical guidance, mentorship, and support while helping team members grow their skills and knowledge.
• Maintain, support, and improve internal and third-party enterprise applications while ensuring reliable integrations and data flow between systems.
• Monitor application support queues, ticket volume, and trends to identify emerging issues, balance workloads, and maintain strong team performance.
• Troubleshoot and resolve complex technical issues and system errors, serving as an escalation point for difficult or sensitive application issues.
• Partner with Engineering, Product, and other cross-functional teams to communicate incidents, workarounds, resolutions, and timelines while driving a positive customer experience.
• Serve as a subject matter expert for enterprise applications, including Jira Software, Jira Service Management, Confluence, and other business-critical platforms.
• Develop and maintain technical documentation, standard operating procedures, system configurations, and support processes, while identifying opportunities to train team members and stakeholders.
• Drive IT support best practices, including incident escalation, change control compliance, application availability, capacity planning, and continuous process improvement.
• Lead and support cross-functional projects, coordinating resources, timelines, deliverables, risks, and project status to ensure key milestones are met.
• Collaborate with third-party vendors and internal stakeholders to troubleshoot issues, evaluate tools, implement improvements, and support upgrades and integrations.
• Other duties as assigned.

What You'll Need

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• 6+ years of experience supporting and/or managing third-party enterprise server and cloud application platforms, such as Salesforce, Aha!, Jira Software, Jira Service Management, Confluence, Azure DevOps, and GitHub.
• 3+ years of experience managing, developing, and leading professional Application Support team members.
• 1+ years of experience interacting with senior leadership at the Director level or above.
• 5+ years of experience working with modern development tools and technologies, including Microsoft .NET/C#, Azure Cloud, PHP, full-stack architecture, AWS, or Google Cloud.
• 5+ years of experience working with SDLC methodologies, including Waterfall, Scrum, and Kanban, along with standard Agile tools.
• 4+ years of advanced SQL and/or SOQL experience, including complex joins, stored procedures, and other advanced database concepts.
• 2+ years of experience with programming or scripting languages such as Java, Python, PowerShell, JavaScript, JQL, AQL, Apex, or similar technologies.
• 4+ years of experience creating technical documentation or standard operating procedures related to IT operations and support.
• Experience leading complex, cross-functional projects and working with third-party vendor support.
• Strong customer service, troubleshooting, problem-solving, and written and verbal communication skills, with the ability to effectively partner across technical and non-technical teams.
• Familiarity with collaboration and enterprise tools such as Microsoft Teams, Microsoft Office, Jira Software, Jira Service Management, and Confluence.
• Ability to work flexible hours when needed, including occasional early mornings, evenings, and weekends, and participate in an on-call rotation.
• Travel requirement: All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. After the initial 6 months, ongoing travel is expected at approximately ~5% annually for periodic team on-sites, team meetings, and cross-functional collaboration.
• Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.

Nice to Have

• ITIL/change management knowledge or certification.
• Linux knowledge.
• Salesforce administrator and/or developer experience.
• Familiarity with SonarQube, Posit/RStudio, DocuWare, and VMware.