Application Support Manager
Location: Chicago, IL
Hybrid, 3 days a week on site
Salary: $140,000 - 180,000
The Team Lead for Application Support Engineering is responsible for managing a group of technical support professionals, ensuring timely resolution of software issues, and fostering a culture of continuous improvement and customer focus. This role combines leadership, technical expertise, and cross-functional collaboration to enhance system reliability and user satisfaction.
Key Responsibilities
* Team Leadership & Development: Serve as a hands on technical lead, mentoring a small team of junior engineers, and working closely with engineering leadership and c-suite.
* Issue Management: Oversee the intake, prioritization, and resolution of technical incidents. Ensure accountability and visibility throughout the lifecycle of each issue.
* Process Improvement: Design and refine support procedures to boost operational efficiency and reduce resolution times.
* Cross-Team Collaboration: Work closely with engineering, product, and operations teams to address recurring issues and improve system stability.
* Documentation Standards: Ensure comprehensive and accurate records of troubleshooting steps, resolutions, and post-incident reviews.
* Customer Advocacy: Promote a service-oriented mindset across the team, emphasizing clear communication, empathy, and professionalism.
Required Qualifications
* Minimum 2 years of experience leading a technical support or engineering team.
* At least 5 years of hands-on experience in technical support, software engineering, or a related field.
* Strong analytical skills with a proven track record in root cause analysis and long-term issue resolution.
* Experience with observability tools (e.g., DataDog, Splunk).
* Familiarity with NoSQL databases (e.g., MongoDB).
* Exposure to cloud platforms (e.g., AWS, GCP, Azure).
* Excellent communication and organizational skills, with the ability to motivate and guide teams.
* Demonstrated success in driving process enhancements in dynamic environments.
Preferred Skills
* Understanding of modern frontend frameworks (e.g., Angular) and backend technologies (e.g., Node.js).
* Basic scripting knowledge (e.g., Python, Bash).
* Strong customer orientation with the ability to balance technical depth and business impact.
This role must sit out of the firms Chicago office working in person 3 days per week. A this time, the team is unable to provide visa sponsorship.
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