Application Support Lead

Our client is seeking an Application Support Lead to join their growing team. This role is responsible for building, scaling, and managing the technical support function, ensuring the team delivers high-quality, timely assistance to enterprise clients while maintaining strong alignment with Product, Engineering, and Customer Success.

This is a great opportunity for experienced support professionals who want to combine leadership, operations, and cross-functional collaboration to shape the future of support in a scaling SaaS environment.

What you’ll do

• Lead and mentor the 2nd-level technical support team, including onboarding, training, and performance management.

• Define and evolve the support team structure as the company scales.

• Foster a culture of technical excellence, client empathy, and continuous improvement.

• Own and optimize support workflows, escalation paths, and SLAs across all tiers.

• Ensure consistent, high-quality ticket handling and client communication.

• Maintain and evolve internal documentation, tooling, and knowledge bases.

• Act as the primary liaison between Support, Engineering, Product, and Customer Success.

• Coordinate with Engineering for 3rd-level escalations and on-call rotations.

• Participate in release planning to ensure support readiness for new features and critical milestones.

• Operationalize and manage delivery of support packages, ensuring staffing, scheduling, and tooling align with commitments.

• Track and report on KPIs such as response/resolution times, escalation rates, and SLA compliance.

• Provide insights for continuous improvement and highlight recurring trends to influence product and process changes.

What we’re looking for

Required:

• 5+ years of experience in technical support, support operations, or engineering management.

• Strong understanding of SaaS products, APIs, and integration workflows.

• Proven experience managing support teams and implementing scalable processes.

• Excellent communication, organizational, and stakeholder management skills.

• Familiarity with tools like Jira Service Management, Postman, and monitoring/logging platforms.

Preferred:

• Experience in a B2B SaaS or enterprise software environment.

• Background in engineering, QA, or DevOps.

• Experience designing and delivering support packages.

This role is critical in ensuring a world-class support experience for enterprise clients while enabling Product and Engineering teams to scale efficiently. As Application Support Lead, you will have a direct impact on shaping the way support is delivered, improving processes, and driving operational excellence as the company grows.

What’s in it for You

• Competitive compensation package.

• Opportunity to build and scale a high-performing support function.

• Exposure to enterprise-scale SaaS products and global clients.

• A leadership role with direct influence on product and process strategy.

• Collaborative, forward-thinking team culture.