Application support Lead

HEXAWARE•United States,

10h•Onsite

About The Position

We are seeking a highly analytical and technically minded Application Support Lead to lead a team of Support Engineers responsible for supporting a business-critical software platform. This role requires a hands-on leader who can investigate complex issues, drive root cause analysis, mentor support engineers, and work closely with Development, Product, QA, and customer teams to ensure high-quality service delivery. The ideal candidate is naturally curious, comfortable working with data and databases, capable of understanding application architecture and code behavior, and passionate about leveraging new technologies, including AI, to improve support processes and operational efficiency. This is a leadership position requiring strong technical troubleshooting skills combined with excellent communication and stakeholder management abilities.

Requirements

Minimum 8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis roles.
Experience leading, mentoring, or managing support teams.
Exceptional analytical and problem-solving skills.
Strong database knowledge and ability to write and troubleshoot SQL queries.
Experience investigating complex application issues and performing root cause analysis.
Excellent written and verbal communication skills.
Experience defining and tracking operational metrics to improve support effectiveness and efficiency, as well as building support processes, KPIs, operational dashboards, and reporting.
Experience collaborating with Development, QA, Product Management, and Customer-facing teams.
Strong understanding of incident, problem, and service management practices, including the creation, maintenance, and continuous improvement of knowledge articles, troubleshooting documentation, and support processes.
Ability to read and understand application code, logs, and technical documentation without being a software developer.

Nice To Haves

Experience using Excel for analysis and troubleshooting.
Familiarity with finance concepts and financial models.
Experience supporting enterprise SaaS, fintech, or business-critical applications.
Exposure to monitoring, observability, and application performance management tools.
Experience evaluating or utilizing AI tools and technologies to improve support operations and team productivity.
Passion for learning new technologies and driving innovation within support teams.

Responsibilities

Lead a team of Support Engineers responsible for supporting a business-critical software platform.
Investigate complex issues and drive root cause analysis.
Mentor support engineers.
Work closely with Development, Product, QA, and customer teams to ensure high-quality service delivery.
Leverage new technologies, including AI, to improve support processes and operational efficiency.
Perform technical troubleshooting.
Manage stakeholders.
Define and track operational metrics to improve support effectiveness and efficiency.
Build support processes, KPIs, operational dashboards, and reporting.
Collaborate with Development, QA, Product Management, and Customer-facing teams.
Manage incident, problem, and service management practices.
Create, maintain, and continuously improve knowledge articles, troubleshooting documentation, and support processes.
Read and understand application code, logs, and technical documentation.

Benefits

Access to a vast array of tools that enhance, revolutionize, and advance professional profile.
Excellent growth opportunities.
Chances to collaborate with highly visible customers.
Chances to work alongside bright brains.
Perfect work-life balance.
Programs to help expand skills and supercharge careers.
Encouragement to challenge oneself to achieve full potential and propel growth.
Trust and empowerment to disrupt the status quo and innovate for a better future.
Open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.
Support for the professional and personal you.
Help to discover passion the driving force that makes one smile and innovate, create, and make a difference every day.