Lead Application Support Engineer

Interra Health • Boston, MA

5d • Remote

About The Position

We are looking for 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 intentionally designed for a senior engineer who writes production ready code, leads complex debugging efforts, and sets technical direction for how support-driven engineering work is executed while simultaneously mentoring and managing a team of application support engineers. You will work at the intersection of support, engineering, and operations: triaging escalated incidents, developing hotfixes, identifying systemic failure patterns, and partnering with engineering to reduce recurring issues at their root. You bring a forward-looking mindset to a function that could otherwise be purely reactive — and you use modern AI-assisted tooling to make your team faster and smarter.

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.

Benefits

• Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 401(k) company match
• One-time workspace reimbursement to help you optimize your remote workspace
• Annual company offsite
• Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed