Application Support Team Lead
Core
Lead and manage a team of Application Support Engineers to resolve production issues for merchant clients, ensuring SLA adherence and driving self-service initiatives.
Role type
Senior IC Application Support Team Lead
Builds
Stable enterprise .NET applications and support processes for merchant clients
Domain
eCommerce / Enterprise Software Support
Required skills
People management, ITIL incident/problem management, Root cause analysis, C#/.NET Framework debugging, API troubleshooting, PowerShell scripting, Python scripting, JavaScript, Zendesk/JIRA administration, SLA/KPI monitoring
Preferred skills
Prior development experience, eCommerce environment experience, AI-assisted development tool usage (e.g., Cursor)
Technologies
.NET Framework, C#, ASP.NET, JavaScript, PowerShell, Python, JIRA, Zendesk, Cursor
Responsibilities
Lead, mentor, and engage Application Support Engineers through day-to-day people management; Set team procedures and policies in accordance with departmental standards; Establish and monitor team targets to support KPI and SLA achievement; Manage ticket queues effectively across Zendesk and JIRA; Provide technical support to customers and act as an internal and external escalation point; Report on team performance and conduct performance evaluations.
