Lead Application Support Engineer (SAAS)

About the Role

We’re looking for someone to be our point person and incident commander at night - the hours our platform runs but Jester and the daytime team aren’t on. Our platform (Autopilot) helps 2,000+ dental labs worldwide get their cases booked correctly within 15 minutes of arrival, every time, so when something breaks overnight, someone has to be ready with a fast, safe fix immediately - not by morning.

This is an individual contributor role, not a people-management position. You won’t have direct reports. What you will have is real responsibility: you’re the one who owns incident response at night, and you make sure the same process and communication standard that runs during the day holds up just as well at 2am. You’ll also train one Application Support team member to be your trusted backup at night - someone you can delegate real tasks to, not just someone shadowing you.

What You’ll Own

• Incident command at night. When something breaks overnight, you declare it, triage it, and drive it to resolution - the same triage-first standard used during the day, applied consistently after hours.
• Platform monitoring, day and night. Watch the health of every module and catch problems early, whatever the hour.
• Cross-shift consistency. Make sure the process, tools, and communication flow used at night match what’s used during the day - no gaps, no separate “night version” of how things get handled.
• Training your night backup. Work with Jester to identify one Application Support team member as your trained backup for night coverage. Teach them to run real triage and delegate real tasks to them - not just observation.
• A close partnership with DevOps. Work directly with Jester and his team on keeping infrastructure stable and building better tools to catch problems automatically.
• Knowing when - and when not - to escalate further. Most problems get fixed at your level. For the rare cases that genuinely need more, you know exactly who to call and how.

What Success Looks Like

• The platform stays healthy well over 99% of the time, day and night.
• Night incidents are handled fast and correctly - Jester never has to be pulled in personally to cover a night incident.
• Your trained backup can run night triage confidently on their own when needed.
• The daytime team never has to “catch up” on what happened overnight - communication is seamless across the shift change.

What We’re Looking For

• Experience as an individual contributor in a technical support or incident response role - SaaS, platform operations, or similar.
• Comfortable owning a decision under pressure, alone, without a manager to check with in the moment.
• Able and willing to be the primary owner of incidents at night - this is the core of the role, not an occasional ask.
• Some hands-on comfort with basics like service restarts, log review, and ticketing systems (we use Jira). Deep DevOps expertise is not required - that’s Jester’s team; you need to know enough to apply a safe first fix and know when to hand off.
• Able to teach and delegate to a peer effectively, even without formal management authority.
• Clear, calm communicator - you’ll be updating customer-facing teams during live incidents.

How We’ll Set You Up to Succeed

The first 90 days follow a structured ramp: you’ll spend real time learning the platform and the team before you’re expected to run night incidents solo, then build up to full independent night ownership - including a trained backup - by the end of your first month. Full details are in the accompanying 90-Day Plan.