Application Support Lead

Summary

Join StarCompliance's expanding Client Support Services team as a hands-on leader, providing technical direction and operational guidance to the U.S.-based Level 1 and Level 2 application support team. Collaborate with the Associate Director to ensure efficient support operations and technical excellence. Drive application and database monitoring, issue analysis, and resolution of complex technical escalations. Define support standards, promote best practices, and ensure timely resolution of critical issues. Success requires strong experience supporting applications in co-located and cloud environments, particularly with Microsoft technologies like IIS and MSSQL. Prior experience leading or mentoring technical support teams is essential.

Requirements

• Leadership & Team Enablement: Demonstrated success in a Level 2 or Level 3 technical support function (or similar role), with experience guiding team efforts, influencing outcomes, and contributing to the growth and performance of peers or junior team members
• SQL Expertise: Strong understanding of Microsoft SQL (SSMS), including experience with database management, T-SQL querying, and performance tuning
• Web Application Support: Proficient in Microsoft Server environments with in-depth knowledge of IIS configuration, including application pools, websites, and SSL certificate management
• Analytical Problem-Solving: Exceptional critical thinking and diagnostic skills, with the ability to analyze complex technical issues and deliver effective, scalable solutions
• Monitoring & Diagnostics Tools: Familiarity with Azure and IIS monitoring tools such as NewRelic, Uptrends, SQL Sentry, and manual log file analysis
• Scripting & Automation: Hands-on experience with scripting languages such as PowerShell or Python to develop automation and efficiency solutions
• Communication Skills: Excellent interpersonal and communication abilities, capable of working collaboratively across teams and translating technical concepts for various audiences
• Organizational & Project Management: Strong organizational aptitude with the ability to prioritize effectively, manage multiple initiatives, and drive tasks to completion

Responsibilities

• Team Guidance & Operational Leadership: Provide day-to-day coordination and informal leadership for a team of technical analysts, supporting effective workload prioritization, operational excellence, and collaborative execution
• Technical Escalation & Support: Act as a primary escalation point for complex application and database issues, offering expert troubleshooting, technical insight, and hands-on support to resolve problems swiftly and effectively
• Cross-Functional Collaboration: Collaborate closely with cross-functional teams to ensure smooth implementation and upgrades of applications across Microsoft Azure cloud and StarCompliance co-located environments
• Monitoring & Performance Optimization: Drive the adoption and continuous improvement of monitoring tools and processes to proactively identify system issues, eliminate performance bottlenecks, and enhance application efficiency
• Process Improvement & Governance: Contribute to the enhancement of operational procedures supporting incident management, root cause analysis, change management, and consistent support delivery
• Team Culture & Knowledge Sharing: Promote a culture of continuous improvement, innovation, and shared learning by modeling best practices, encouraging open collaboration, and facilitating knowledge exchange across the team
• Coaching & Development Support: Provide informal coaching and technical mentorship to foster the professional growth of team members, with potential to take on formal people management responsibilities over time