Lead Application Support Engineer

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

Benefits:
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.