Job Description
Job Description
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 communicationsProvide 2nd-level support for Legal and Corporate Service applicationsHandle escalations from the Help Desk and direct requests from end usersDiagnose and resolve bugs, escalating to development teams when necessaryMonitor system automated tests and health checks and create action plans for any issuesEnsure system stability, performance optimization, and data integrityTechnical Responsibilities
Perform scheduled maintenance tasks and operations to keep applications running smoothlySupport and troubleshoot web applications, web servers, and database connectivityUnderstand how web servers and databases interact across client / server environmentsManage group-based security and user access controlsSupport process improvements and contribute to automation initiativesContinuous Improvement
Analyze incident trends and identify opportunities for improvement and incident preventionDocument standard operating procedures, best practices, and known error resolutionsRecommend improvements to application lifecycle management and support modelsQualifications & Skills
5+ years of experience in application support, system administration, or IT operationsStrong background supporting web applications and Microsoft server technologiesUnderstanding of client / server architectures, web servers and database systems (SQL Server or similar)Knowledge of HTTP / HTTPS, SSO, SSL / TLS, and group-based security modelsExperience in patching and upgrading applicationsFamiliarity with legal systems or corporate service applications is a plusProven ability to lead small teams and manage workloads effectivelyKnowledge of incident, change, and problem management frameworks (ITIL certification a plus)Excellent communication, problem-solving, and documentation skillsExperience working remotely with distributed or global teamsBenefits
ABOUT THE COMPANY
ClearlyAgile is one of the fastest growing Agile companies in the Tampa Bay area. We foster career growth and are focused on having fun while delivering quality products and services to our clients. With Unlimited Paid Time Off; 10 paid holidays; Medical, Vision and Dental benefits that start on your first day; Share Apprecition Rights; 401(k); paid training certifications; and very competitive compensation plans, ClearlyAgile strives to listen to and invest in its most important asset…its people.
Our Mission : Transform our customer’s businesses using Agile methodologies and principles to help them succeed in a flexible, collaborative, self-organizing and fast-paced environment.
Our Values : We hire and reward based on our core values.
Show Your Passion - Have passion for what you do. Be an active learner with a commitment to grow. Attend and participate in events!Be a Champion of Agile - Spread the word. Back it up with examples, case studies, and data points. Lead by example.Teamwork - Be cooperative and collaborative while maintaining a team-first mindset.Customer-centric - Always focus on the client and their customers. See the world from their perspectives.Quality - Maintain a sense of pride in the quality of your work and the collective work of the team.Be a Leader - Empower yourself to make decisions and don’t be paralyzed by fear of failure.We are an equal opportunity employer and committed to a diverse workforce.
To learn more about us visit our website at www.clearlyagile.com.
