As Application Support Manager, you will lead and actively contribute to a high-performing team of Application Support Engineers responsible for the full technical support lifecycle—from triage and troubleshooting through resolution, root-cause analysis, and proactive system improvement. This is a dual-role position: you will function as both the people-leader who sets the bar for the team and the senior-most engineer who takes on the most complex, high-impact technical challenges.
You will work closely with Engineering, Product and Client Success to ensure technical issues are resolved efficiently, escalations are managed effectively, and systemic improvements are identified and driven forward. You will set the technical and operational standard for your team while remaining directly involved in critical incidents, complex troubleshooting, and high-impact initiatives that improve reliability, scalability, and the overall client experience.
Lead, coach, and develop a team of Application Support Engineers, setting clear expectations around technical quality, responsiveness, and client experience.
Own the end-to-end application support function, ensuring consistent delivery of high-quality outcomes across all severity levels.
Take accountability for issue management including prioritization, triage, root-cause analysis, resolution, and stakeholder communication.
Monitor team capacity, ticket volumes, SLAs, and performance metrics; adjust resourcing and priorities to meet business demands.
Drive proactive identification of recurring issues, operational bottlenecks, and technical risks, and lead initiatives to address them at scale.
Establish, refine, and enforce processes and documentation that improve efficiency, quality, and predictability.
Partner closely with Engineering, Product, and Client Success to align priorities, improve workflows, and close gaps.
Serve as the senior technical escalation point, personally engaging in the most complex application issues, outages, and customer-impacting incidents.
Analyze application monitors, dashboards, alerts, and event logs to rapidly diagnose and resolve production issues across the OPTX platform.
Write and optimize SQL queries against relational databases to investigate data anomalies, validate system behavior, and support incident resolution.
Troubleshoot issues across the full web application stack, applying a strong understanding of web application architecture, RESTful APIs, and cloud-native design patterns.
Leverage hands-on experience with Azure services—including App Service, Azure Functions, Azure Storage, Application Insights, and related components—to diagnose and resolve platform-level issues.
Utilize familiarity with Git workflows, CI/CD pipelines (Azure DevOps or GitHub Actions), and modern DevOps practices to trace deployment-related issues and collaborate effectively with Engineering.
Apply knowledge of networking fundamentals—DNS, VPNs, and Application Gateway—to troubleshoot connectivity, routing, and performance issues.
Contribute to the development of internal tooling, dashboards, and automation that improve troubleshooting speed and empower partner teams.
3+ years of experience in a technical, customer-facing support or services role within a SaaS or technology-driven environment, including at least 1 year in a people-leadership capacity.
Advanced SQL skills and demonstrated experience working with relational databases (e.g., SQL Server, PostgreSQL, or MySQL) in a production support context.
Strong understanding of web application architecture, RESTful API design and troubleshooting, and cloud-native application patterns.
Hands-on experience with core Azure services: App Service, Azure Functions, Azure Storage, Application Insights, and related PaaS/IaaS components.
Familiarity with Git-based version control workflows and CI/CD pipelines using Azure DevOps.
Working knowledge of networking fundamentals including DNS, virtual networks (VNETs), Application Gateway, Azure Front Door, and CDN.
Proven ability to analyze monitoring dashboards, application logs, and event telemetry to diagnose and resolve complex production issues.
Clear, confident communication skills in English with the ability to translate complex technical concepts for both technical and non-technical stakeholders.
Pay: $93,000.00 - $110,000.00 per year
Benefits:
Work Location: In person
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