What are the responsibilities and job description for the Application Support Lead position at S44?
Application Support Lead
This is a full-time, remote position working collaboratively with colleagues across the US and Europe.
About Us: We are a global team of innovators solving complex problems through digital experiences. From creatives to software engineers, we leverage UX, digital and brand design, and software engineering that create a range of intelligent SaaS products and custom solutions for some of the world’s top industries. With offices in Munich, Washington D.C., and Montvale, NJ - and team members across the United States and Europe - we are a virtual-first digital experience company. Our teams leverage cutting-edge technologies to drive innovation and solve market needs through cloud-based solutions.
Who You Are: We are looking for an Application Support Lead to lead our support team and ensure our end users are receiving the appropriate assistance. You will look to continuously improve our processes and best practices for supporting our clients. The right candidate will oversee project support execution and apply DevOps principles by encouraging and overseeing automation of manual tasks as well as improving monitoring and key metrics. Outside of project specific tasks, the Application Support Lead will help to refine support processes across the company and educate internal staff.
What you bring to the team:
- 5 years' experience as an Application Support Lead in the client services software industry
- Experience working in DevOps models and agile teams.
- Proficient in Application Support standards and processes
- Experience in Application Support tools, such as Salesforce Help Desk and Jira Service desk.
- Experience in Agile & DevOps processes
- Experience supporting and overseeing custom software projects
- Experience with ITIL V3/V4
- Experience in building out a successful L2/L3 support structure and team
- Experience with AWS is preferred
- Ability to perform root cause & incident analysis and suggest/document action items and resolution plans
- Oversee deployments, incident management, and customer support for your project(s)
- Experience working with a global team is a plus
- Up to date with industry standards with current and upcoming application support & services
- Ability to multi-task to execute across a variety of responsibilities and projects
Within Your First 3 months You’ll:
- Learn about our clients, the team, and different areas of our support process
- Identify areas of improvement in our processes
- Build relationships with our clients and vendors to assess their needs
- Take over and grow project specific support process
Within Your First 6 Months You’ll:
- Act as the primary contact for customer support issues
- Fully takeover project support process and build out improvements and enhancements
- Guide internal and external staff on best practices, areas of improvement, and resolution of issues
Within Your First Year You’ll:
- Continuously improve the support process of our client engagements.
- Engage and interview critical stakeholders to assess areas our support process can improve.
- Lead a team of Application Support Specialists and help them identify holes in knowledge, skills, practices, and decision making.
- Add to our company culture of growth and innovation by leading a key factor of our process.
What are the benefits of joining our team? At S44, we take ultimate pride in our employees! By choosing a career at S44, you gain the perks of free comprehensive medical benefits for you and your family with additional buy-up options as well as receiving accrual-based PTO days, paid sick leave, flexible work hours, and a parental leave program. Enjoy a laid-back workplace with casual dress attire, ticket and event discount savings, and company celebrations – both in and out of the office! We provide continuous learning and development opportunities, 401(k) plans, and an employee referral program because we’re always looking for great people to join the team!
What to expect from our selection process: While an advanced degree is not required, we seek passionate technologists who possess both technical and soft skills to excel on our team. Our selection process is designed to assess the whole candidate and foster a mutual match for you and us. The process includes:
- Apply by submitting your resume; cover letters are optional.
- The S44 Hiring Team reviews your application.
- Introductory Video Interview with a member of the S44 Hiring Team to discuss what you are looking for in a role, as well as answer any high-level questions about us.
- Virtual Technical Interview using Codility or Microsoft Teams in order to dive deep into your technical and problem-solving skills.
- Final Interview, either video or in-person, to enable our leaders to get to know you and give you the opportunity to share all your burning questions about S44, our culture, and your desired role.