Lead Application Support Engineer

ClearlyAgile•Tampa, FL

54d•Remote

About The Position

We are seeking a Lead Application Support Engineer to oversee the operational support and continuous improvement of our Corporate Service applications. This position serves as a hands-on second level of support, handling escalations from the help desk and ensuring stability, security, and performance of key business systems. In addition, this position will be responsible for directing a small, distributed team to ensure timely, high-quality support delivery.

Requirements

5+ years of experience in application support, system administration, or IT operations
Strong background supporting web applications and Microsoft server technologies
Understanding of client/server architectures, web servers and database systems (SQL Server or similar)
Knowledge of HTTP/HTTPS, SSO, SSL/TLS, and group-based security models
Experience in patching and upgrading applications
Proven ability to lead small teams and manage workloads effectively
Knowledge of incident, change, and problem management frameworks (ITIL certification a plus)
Excellent communication, problem-solving, and documentation skills
Experience working remotely with distributed or global teams

Nice To Haves

Familiarity with legal systems or corporate service applications is a plus
Knowledge of incident, change, and problem management frameworks (ITIL certification a plus)

Responsibilities

Oversee and mentor a team of support engineers
Oversee daily workload and assignments, ensuring timely and accurate ticket resolution
Develop and promote best practices in troubleshooting, documentation, and communication
Provide 2nd-level support for Legal and Corporate Service applications
Handle escalations from the help desk and direct requests from end users
Diagnose and resolve bugs, escalating to development teams when necessary
Manage application patching, version upgrades, and routine maintenance
Ensure system stability, performance optimization, and data integrity
Support and troubleshoot web applications, web servers, and database connectivity
Understand how web servers and databases interact across client/server environments
Manage group-based security and user access controls
Collaborate with IT Security on patching, vulnerability resolution, and compliance
Support process improvements and contribute to automation initiatives
Analyze incident trends and identify opportunities for improvement and incident prevention
Document standard operating procedures, best practices, and known error resolutions
Recommend improvements to application lifecycle management and support models