Lead Application Support Engineer
CareGard Warranty Services, Inc.•Grapevine, TX
•Onsite
About The Position
The Lead Application Support Engineer role is responsible for leading a team that administers applications critical for the operations of the business and resolving technical support tickets related to these systems. This role works closely with engineering and operations to troubleshoot problems, identify requirements, apply systems changes, report updates, and support users via user interface changes or changes applied via SQL or other simple scripts.
Requirements
- Experience in a technical application support, production support, or similar operational role
- Strong troubleshooting and problem-solving skills across application and data issues
- Working knowledge of SQL for querying and updating data
- Familiarity with change management processes and operational controls
- Ability to follow documented procedures while exercising sound judgment when troubleshooting
- Strong written communication skills for documenting issues, resolutions, and escalations
- Ability to prioritize and manage multiple support requests while meeting SLA expectations
- Comfort working cross-functionally with engineering and operations
- Detail-oriented with a focus on system stability and accuracy
- Ability to learn and support multiple applications used in daily business operations
Nice To Haves
- Python scripting
Responsibilities
- Lead the Application Support discipline at AFG
- Report to executives the health of the team operations
- Establish, manage, report, and meet SLA’s
- Respond to and resolve application support tickets in a timely manner that meets our internal SLA goals
- Perform system configuration changes following change management procedures
- Modify, build, and execute simple scripts (Python/SQL) to investigate and resolve data-related issues or meet configuration needs
- Troubleshoot application behavior and identify root cause
- Escalate complex issues to engineering
- Maintain accurate records of issues, resolutions, and changes via our ticketing system
- Support system stability by following established processes and controls
- Develop and maintain deep functional knowledge of the applications used in business operations to effectively support end users
- Document and improve processes
- Perform quality assurance validations
- Join an on-call rotation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
