Application Support Engineering Lead

- Lead, mentor, and cultivate a team of Application Support Engineers, establishing clear expectations for technical quality, responsiveness, and client satisfaction. - Oversee the comprehensive application support operations, ensuring consistent delivery of high-quality solutions across all severity tiers. - Manage issue resolution processes, including prioritization, triage, root-cause analysis, and communication with stakeholders. - Monitor team workload, ticket volumes, SLAs, and performance metrics; adjust resources and priorities as needed. - Proactively identify recurring problems, operational bottlenecks, and technical risks, leading initiatives to address them on a larger scale. - Develop, refine, and enforce processes and documentation that enhance efficiency, quality, and predictability. - Collaborate closely with Engineering, Product, and Client Success to align priorities, streamline workflows, and address gaps. - Act as the senior technical escalation point, actively engaging in the most challenging application issues, outages, and incidents impacting customers. - Review application monitors, dashboards, alerts, and event logs to swiftly identify and resolve production issues across the OPTX platform. - Write and refine SQL queries against relational databases to investigate data discrepancies, verify system behavior, and assist with incident resolution. - Troubleshoot challenges across the complete web application architecture while applying a solid understanding of application design, RESTful APIs, and cloud-based patterns. - Utilize hands-on experience with Azure services to diagnose and rectify platform-level concerns. - Apply knowledge of modern DevOps practices and utilize familiarity with Git workflows and CI/CD pipelines when addressing deployment-related issues. - Leverage an understanding of networking fundamentals to tackle connectivity, routing, and performance challenges. - Contribute to the creation of internal tools, dashboards, and automation systems that speed up troubleshooting and empower partner teams.