Application Support Technical Team Lead

We are looking for a Technical Support Team Lead to join our Technical Support Team in Atlanta. This team is responsible for providing support and service to our clients merchants, as well as being an internal technical focal point.

You will be responsible for the day-to-day management of our Application Support Engineers, ensuring that production issues are resolved quickly and professionally.

Responsibilities

• Manage the application support engineers, providing line management, mentoring and engagement.
• Establish work procedures and policies according to department standards.
• Set, monitor, and manage team targets to ensure KPI and SLA achievement.
• Ensure ticket queues are managed effectively across Zendesk and JIRA.
• Raise support-related concerns, issues, and improvement feedback to management.
• Promote self-service plans to reduce inbound ticket volume.
• Provide technical support to customers and serve as an escalation point both internally and externally.
• Handle any escalations that require immediate attention from management.
• Work collaboratively and cross-functionally with other departments.
• Present team performance reports and conduct team member performance evaluations.
• Maximize productivity and ensure the team is highly motivated.

Requirement:

• 3+ years of experience in an Application Support Lead/Managerial role.
• Experience in people management and technical direction.
• Demonstrable experience of leading a successful team with the ability to motivate and deliver results on a consistent basis.
• Experience in providing services to agreed SLA's/OLA's.
• Experience in Problem and Incident Management according to ITIL standards.
• Ability to work in a fast-paced environment.
• Experience with managing root cause analysis and incident reports.
• Excellent interpersonal and communication skills.
• Experience working in customer service environments, with a strong understanding of customer support standards and service-oriented communication.
• Prior development experience or previous experience in an eCommerce environment is a strong advantage.
• Experience as an Application Support Engineer supporting, maintaining, and enhancing enterprise applications.
• Proven ability to troubleshoot, analyze, and resolve issues in C#/.NET Framework applications, utilizing code analysis, debugging techniques, and AI-assisted development tools such as Cursor. Troubleshoot applications using their Application Programming Interfaces (APIs)
• Hands-on experience with scripting and automation using PowerShell, Python, and JavaScript.