Description

As the Application Support Team Lead, you will be responsible for leading a team of Software Support Engineers who are passionate about finding technical solutions, problem-solving, and providing exceptional customer support. The ideal candidate is a hands-on Developer with strong analytical and troubleshooting skills, capable of diving deep into complex technical issues. You will oversee the team's activities, provide technical guidance, and ensure the delivery of high-quality support services. Staying updated with industry trends and advancements, you will shape the organization's platform and strategy to leverage the best technology and processes available. This role requires strong leadership skills, technical expertise, and a focus on delivering exceptional support and customer service. You will have a broad technical background and are motivated.

Responsibilities 

• Lead and mentor a team of Application Support Engineers, fostering a culture of curiosity, creativity, and continuous learning.
• Collaborate with the team to fix database issues and coding bugs, improving system functionality and performance.
• Plan, automate, deploy, and troubleshoot infrastructure to maintain a robust and reliable environment.
• Provide technical expertise and develop innovative solutions for JavaScript/PHP code, SQL stored procedures, and data changes.
• Offer technical assistance and support to customers, addressing any encountered issues promptly and effectively.
• Regularly communicate status updates to clients, ensuring transparency and managing expectations.
• Coordinate with relevant departments to facilitate successful resolution of client issues.
• Build and test solutions, deploy them to client environments, and validate their effectiveness.
• Conduct comprehensive database testing, including designing and manipulating test data, validating stored procedures, jobs, triggers, and replication.
• Collaborate with Development, DevOps, and Customer Support teams to gain insights into unit test coverage, continuous integration processes, and customer-reported issues.
• Take ownership of sensitive and highly critical issues, providing expedited resolutions and demonstrating strong problem-solving skills.
• Challenge the status quo, hold others accountable, and drive positive change using data-driven insights.
• Ability to grasp technical concepts quickly and ability to hit the ground running is essential.
• Excellent process/project/people management skills.
• Ability to think laterally and in a futuristic manner.
• Ability to understand complex domain within a very short period.

Qualifications

Education:

• Bachelor's degree in Computer Science or equivalent experience.
• Minimum of 2 years of full-stack development experience with JavaScript, PHP, Python, and related technologies.
• Proficiency in SQL and NoSQL databases.
• Ability to interpret product architecture and system design.
• Experience with automation frameworks, tools, and services.
• Strong background in database testing, including designing and manipulating test data, validating stored procedures, jobs, triggers, and replication.
• Willingness to work weekends, nights, and participate in a 24-hour on-call rotation.

Experience:

• Minimum of 2-4 years of Application Support and Analytical experience
• Minimum two years’ experience with managing teams and building them out to meet growing needs.