Lead Application Support Engineer
Clearly Agile Inc., Tampa, FL, United States
Lead Application Support Engineer
Location: Remote
Overview
We are seeking aLead Application Support Engineerto 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 —one Support Engineer (London) and one nearshore/local Support Engineer— to ensure timely, high‑quality support delivery.
Key Responsibilities
Team Leadership
Oversee and mentor a team of support engineers (London & nearshore/local)
Manage daily workload and assignments, ensuring timely and accurate ticket resolution and project process.
Develop and promote best practices in troubleshooting, documentation, and communication
Application Support & Operations
Manage and coordinate the lifecycle of application patching, version upgrades, and routine maintenance for both custom and vendor applications, including creating status reports, developing schedules for deliverables, deployment of fixes and communications
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
Monitor system automated tests and health checks and create action plans for any issues
Ensure system stability, performance optimization, and data integrity
Technical Responsibilities
Perform scheduled maintenance tasks and operations to keep applications running smoothly
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
Support process improvements and contribute to automation initiatives
Continuous Improvement
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
Qualifications & Skills
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
Familiarity with legal systems or corporate service applications is a plus
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
Benefits
Unlimited Paid Time Off
10 paid holidays
Medical, Vision and Dental benefits that start on your first day
Share Appreciation Rights
401(k)
Paid training certifications
Competitive compensation plans
We are an equal opportunity employer and committed to a diverse workforce.
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Location: Remote
Overview
We are seeking aLead Application Support Engineerto 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 —one Support Engineer (London) and one nearshore/local Support Engineer— to ensure timely, high‑quality support delivery.
Key Responsibilities
Team Leadership
Oversee and mentor a team of support engineers (London & nearshore/local)
Manage daily workload and assignments, ensuring timely and accurate ticket resolution and project process.
Develop and promote best practices in troubleshooting, documentation, and communication
Application Support & Operations
Manage and coordinate the lifecycle of application patching, version upgrades, and routine maintenance for both custom and vendor applications, including creating status reports, developing schedules for deliverables, deployment of fixes and communications
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
Monitor system automated tests and health checks and create action plans for any issues
Ensure system stability, performance optimization, and data integrity
Technical Responsibilities
Perform scheduled maintenance tasks and operations to keep applications running smoothly
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
Support process improvements and contribute to automation initiatives
Continuous Improvement
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
Qualifications & Skills
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
Familiarity with legal systems or corporate service applications is a plus
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
Benefits
Unlimited Paid Time Off
10 paid holidays
Medical, Vision and Dental benefits that start on your first day
Share Appreciation Rights
401(k)
Paid training certifications
Competitive compensation plans
We are an equal opportunity employer and committed to a diverse workforce.
#J-18808-Ljbffr