Application Support Lead

City of Asheville•Asheville, NC

About The Position

The City of Asheville is pleased to accept the applications of qualified candidates for the position of Application Support Lead in the Information Technology Department. The Application Support Lead provides specialized technical support for the municipality's software-as-a-service applications and application programming interfaces. Core responsibilities include serving as the primary support contact for enterprise permitting and licensing platforms, resolving complex integration issues, and troubleshooting failed data transactions. The role actively diagnoses software defects, manages system authentication and authorization protocols, and rigorously tests new features prior to deployment. Additionally, this position acts as a crucial liaison between end users, third-party developers, and vendor engineering teams to ensure the reliable operation of supported systems and effectively translate technical concepts for diverse audiences.

Requirements

Associate's degree in Information Technology, Computer Science, or a related field or an equivalent combination of education, certification, and experience
Two (2) years of experience in application or technical support
One (1) year of experience working with API-based integrations.
One (1) year of experience working with SFTP integrations.

Nice To Haves

CJIS (Criminal Justice Information) Certification or eligibility to attain within one month or hire.

Responsibilities

Diagnoses reported software bugs to identify root causes and distinguish between user errors, configuration issues, and genuine software defects.
Escalates confirmed defects to vendor support teams by providing clear, reproducible steps, log excerpts, and screenshots.
Performs in a team lead capacity among other technical support team members. Offers guidance and counsel to peers and takes responsibility for more difficult or intractable tickets, tasks and projects.
Serves as the primary application support contact for enterprise permitting and licensing platforms, resolving issues affecting permit intake, review, and workflow processes.
Triages, prioritizes, and resolves application support tickets across web applications, mobile applications, and administrative consoles within established service-level agreements.
Troubleshoots failed application programming interface (API) calls and integrations by examining HTTP status codes, request and response payloads, and headers using specialized diagnostic tools.
Validates data payloads to identify malformed requests, schema mismatches, and data synchronization errors between integrated systems.
Resolves authentication and authorization issues, including API key management, token errors, webhook delivery failures, and scope misconfigurations.
Supports internal teams and third-party developers with integrations, webhook configurations, software development kit usage, and endpoint behavior inquiries.
Acts as a primary technical liaison between municipal staff, external partners, and vendor engineering teams regarding API defects, planned deprecations, and version migrations.
Communicates effectively with end users in non-technical terms while providing detailed technical information to developers and enterprise contacts.
Tests new software features, patches, and configuration changes before and after release.
Communicates known issues and workarounds to affected staff and supports users through resulting interface or workflow changes.