Lead Application Support Engineer

Interra Health•Boston, MA

1d•$150,000 - $170,000•Remote

About The Position

Interra Health is seeking a hands-on and operationally minded Lead Developer to own the health, reliability, and continuous improvement of our mission-critical SaaS platforms. This role is designed for a senior engineer who writes production-ready code, leads complex debugging efforts, and sets technical direction for support-driven engineering work, while also mentoring and managing a team of application support engineers. The position operates at the intersection of support, engineering, and operations, involving triaging escalated incidents, developing hotfixes, identifying systemic failure patterns, and collaborating with engineering to address recurring issues at their root. The role encourages a forward-looking mindset and the use of modern AI-assisted tooling to enhance team efficiency and effectiveness.

Requirements

10+ years of experience in application support, software engineering, or a combined production-focused engineering role — with at least 3 years in a senior or lead capacity.
Strong hands-on proficiency in .NET / C# for reading, debugging, and writing production-quality code.
Solid understanding of React front-end applications — ability to diagnose UI-layer issues and interpret browser-side errors.
Deep experience with Microsoft SQL Server — proficient in query analysis, execution plan review, and performance troubleshooting.
Demonstrated experience supporting applications hosted on Microsoft Azure (App Services, Azure SQL, Application Insights, Log Analytics, Azure DevOps, etc.).
Proven track record of owning complex, high-stakes production incidents end-to-end.
Experience with structured problem management methodologies (e.g., root cause analysis, 5 Whys).
Demonstrated ownership of production codebases and responsibility for fixing issues directly in code rather than routing work to another team.

Nice To Haves

Experience building or deploying AI/LLM-assisted tooling for support operations (e.g., GitHub Copilot, Azure OpenAI, Claude Code, custom diagnostic bots).
Familiarity with CI/CD pipelines and deployment automation (Azure DevOps, GitHub Actions).
Exposure to observability and monitoring tooling (Application Insights, Datadog, Grafana, or similar).
Background in business critical SaaS environments where multi-tenancy, uptime commitments, and customer impact sensitivity are top-of-mind.
Healthcare industry experience is a plus.
ITIL Foundation certification or equivalent experience in structured IT service management.

Responsibilities

Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements, performing deep-dive technical triage across the full application stack.
Analyze logs, traces, database queries, and application behavior to identify root causes rapidly and accurately.
Develop and communicate clear workarounds to minimize customer impact while permanent fixes are in progress.
Establish engineering standards for support-owned code, including testing expectations, deployment safety, and rollback strategy.
Author and deploy targeted hotfixes with appropriate testing and change control, coordinating production releases on Azure.
Maintain SLA compliance and ensure accurate, timely ticket documentation throughout the incident lifecycle.
Monitor production defect and incident patterns analysis to surface recurring or systemic issues before they escalate.
Build and maintain a problem registry; translate patterns into actionable engineering proposals with clear business impact framing.
Drive post-incident reviews (PIRs) and own the follow-through on corrective action items.
Partner with the product and engineering teams to advocate for platform stability improvements based on real-world support data.
Champion the adoption of AI and automation tools (e.g., Copilot, AI-assisted log analysis, LLM-based triage assistants) to accelerate issue diagnosis and resolution.
Lead development of internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce mean time to resolution (MTTR).
Identify opportunities to automate repetitive support workflows and implement tooling improvements.
Actively engage with the engineering backlog to identify, scope, and prioritize tech debt items impacting platform stability and supportability.
Contribute to or lead the remediation of targeted tech debt items during allocated engineering cycles.
Act as a bridge between the support team's operational insights and the engineering team's roadmap priorities.
Lead, coach, and mentor a team of application support engineers, providing technical guidance and career development support.
Set team priorities, manage workload distribution, and ensure appropriate on-call coverage.
Establish and refine team processes — ticket workflows, escalation paths, documentation standards, and quality benchmarks.
Define and track key performance indicators and align the team around common goals and continual improvement.
Conduct regular 1:1s, performance reviews, and foster a culture of accountability, learning, and continuous improvement.