Lead Application Support Engineer
Location: Remote
Overview
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 — 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
