Application Support Lead

The Application Support Lead is a senior, hands-on role responsible for the ‑day-to-day support, stability, and continuous improvement of multiple business critical applications used across the organization. This role serves as a key operational partner to U.S. based IT leadership, business stakeholders, and the application development team, ensuring issues are triaged, documented, escalated, and resolved efficiently.

The applications supported in this role include:

• A custom, end-to-end proposal to invoice project management platform built on Salesforce
• A dedicated, custom-built‑ scheduling application used by field inspection operations
• Other business applications such as Concur, Salesforce, M-Files, etc.

This role combines direct application support, structured issue management, documentation ownership, and user enablement, with accountability for application reliability and user satisfaction.

Key Responsibilities

• Provide leadership level support primarily for two custom-built business applications, including direct end user assistance
• Oversee and manage daily application support activities, ensuring timely response and resolution
• Serve as a primary escalation point for complex or high impact‑ application issues
• Diagnose, troubleshoot, and resolve application issues where possible; clearly log and escalate defects or enhancement requests when development support is required
• Ensure support tickets are accurately tracked, prioritized, and documented

• Act as the primary liaison between end users and the application development team
• Clearly document issues, reproduction steps, business impact, and priority to support efficient resolution
• Track issues through completion and ensure consistent follow-up‑ and communication
• Identify recurring issues and work with IT leadership and development teams to drive long-term‑ fixes

• Own and maintain application documentation, support guides, and knowledge base content
• Create clear, practical user documentation to reduce repeat issues and improve self ‑service
• Assist with user onboarding, training, and adoption of new features or enhancements
• Ensure documentation remains accurate and up to date as applications evolve

• Partner closely with U.S. based‑ IT leadership, business stakeholders, and operations teams
• Provide regular updates on application health, open issues, and support trends
• Support change management efforts related to application updates or process improvements

• Proactively identify opportunities to improve application stability, support workflows, and user experience
• Recommend improvements to support processes, escalation models, and documentation standards
• Provide feedback into the application roadmap based on real world‑ usage and support data

• Leadership experience in application support, particularly for custom or internally developed systems
• Experience supporting Salesforce based‑ or CRM ‑centric applications
• Strong understanding of application support, incident management, and escalation workflows
• Excellent written and verbal English communication skills
• Ability to clearly document technical and functional issues for both technical and non‑technical audiences
• Strong analytical, troubleshooting, and problem solving‑ skills
• Ability to write a clear, reproducible bug tickets
• Basic understanding of APIs and integrations
• Comfortable working with U.S. b‑ased stakeholders across time zones

• Ability to query data (basic SQL)
• Ability to use debugger tools
• Basic experience with HTML and JavaScript

• Experience supporting custom scheduling, workflow, or operations platforms
• Prior experience working directly with software development teams in an agile or iterative environment
• Experience creating and maintaining support documentation and knowledge bases
• Experience in a senior or lead application support role

Why This Role Matters

These applications support core operational workflows across the business. This role ensures they remain stable, well supported, and continuously improved, enabling teams to operate‑ efficiently while minimizing disruption and operational risk.