The Lead, Application Support is responsible for the day-to-day execution, accountability, and operational health of Product Support. This role is hands-on, metrics-driven, and escalation-focused, ensuring customer-impacting issues are responded to quickly, owned clearly, and driven to resolution without stagnation.
This role directly addresses support response gaps, escalation delays, and incident ownership clarity by enforcing disciplined support operations, strengthening cross-functional coordination, and ensuring consistent communication with both customers and internal stakeholders.
The ideal candidate combines technical depth, people leadership, and operational rigor, with a bias toward action, urgency, and accountability.
Essential Functions
Support Operations & Incident Management
Own daily operational execution of Product Support, including ticket flow, prioritization, response times, and escalations
Ensure all support tickets are actively worked, reviewed daily, and never left idle or stagnant
Act as the primary owner for customer-facing production incidents, from intake through resolution and follow-up
Enforce clear incident ownership, escalation paths, and handoffs during high-severity events
Partner closely with DevOps, Engineering, Security, and Product during incidents to ensure fast triage and coordinated resolution
Ensure post-incident documentation (RCA inputs, timelines, resolution notes) is accurate, complete, and timely
Serve as the first line of leadership escalation for customer-impacting issues
Proactively identify and surface at-risk customers or recurring pain points
Act as a strong internal advocate for the customer, ensuring urgency and clarity during outages or degradations
Ensure clear, timely, and professional communication to customers during incidents and escalations
Track and actively manage key support metrics including:
Response time
Time to resolution
Ticket aging
Escalation volume
Severity trends
Identify and address systemic support issues, including tooling gaps, process breakdowns, or resourcing constraints
Use data to drive process improvements, staffing discussions, and tooling enhancements
Partner with leadership to ensure support performance meets internal SLAs and customer expectations
Lead, coach, and develop Product Support team members with clear expectations and accountability
Reinforce a culture of urgency, ownership, and professionalism
Ensure team members are properly trained on:
Product functionality
Support processes
Escalation procedures
Incident handling expectations
Conduct regular 1:1s, performance feedback, and development planning
Ensure on-call readiness and support coverage expectations are met
Work closely with Engineering and Product to:
Identify recurring defects or gaps
Improve handoff between support and development
Influence product improvements based on customer-facing issues
Partner with Technical Support leadership on process alignment and tooling
Ensure support learning is fed back into roadmap, documentation, and training
Participate in and/or support after-hours escalation as needed
Ensure on-call processes are followed and escalations are handled correctly
Step in when unresolved issues require management intervention
Qualifications
Bachelor’s degree in computer science, Information Systems, or equivalent experience
5+ years of experience in technical or product support roles
2+ years of people management or team lead experience
Strong background in:
System-level troubleshooting
Web services and APIs (REST/SOAP)
Service-oriented architectures
Experience working closely with DevOps and Engineering teams during incidents
Supply chain or logistics domain experience a plus
Technical Skills
Experience supporting Java and/or .NET-based systems
Familiarity with SQL, XML, JSON
API testing and troubleshooting (Postman required)
Understanding of SDLC and CI/CD concepts
Experience working with incident tracking and CRM systems
Skills
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We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.
