Lead Application Support Engineer

EF SOFTWARE PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading software development company is seeking an experienced IT support professional to enhance operational performance and mentor team members. The ideal candidate will have a strong technical background and proven leadership skills, ensuring top-tier support and documentation for critical applications and services.

Qualifications

• Minimum 2-4 years of experience in application or technical support, with at least 1 year in a senior or lead role.
• Strong technical knowledge of application support tools.
• Proficiency in networking concepts and troubleshooting.

Responsibilities

• Monitor and improve the performance of support operations.
• Provide guidance and mentorship to junior support engineers.
• Take ownership of incident management and root cause analysis.

Skills

Leadership

Problem-Solving

Analytical Skills

Communication

Multitasking

Education

Diploma or Degree in IT, Computer Science, or a related field

Tools

Application Support Tools

Web-Based Applications

Windows OS

MS Office

Job description

About Us:

We develop comprehensive software products and solutions ranging from IT consultancy to infrastructure and hardware setup to optimise customers' experiences. To establish ourselves as a leading provider of applications and healthcare support services for the Asian market, and partner healthcare customers to build a safe medical environment for all.

We are driven by our group philosophy as defined below:
1. Provide the best to our customers through a service-oriented culture
2. Create new value through innovation
3. Realise greater possibilities through advanced technology

Roles and Responsibilities:

• Monitor and improve the performance of support operations, proactively identifying gaps and implementing solutions.
• Provide guidance and mentorship to junior support engineers to enhance team capability and efficiency.
• Coordinate with cross-functional teams (development, QA, infrastructure) to resolve recurring or high-impact issues.
• Ensure timely and accurate communication with stakeholders and customers regarding issue status and resolution timelines.
• Maintain and continuously improve documentation of standard operating procedures (SOPs), knowledge bases, and technical manuals.
• Take ownership of incident management and root cause analysis for major incidents.
• Support and maintain critical applications and services, including troubleshooting application-level issues.
• Manage software updates, patches, deployments, and configuration changes in collaboration with relevant teams.
• Uphold security protocols and ensure compliance with organisational policies for application usage and data access.

Requirements:

• Diploma or Degree in IT, Computer Science, or a related field.
• Minimum 2-4 years of experience in application or technical support, with at least 1 year in a senior or lead role.
• Strong technical knowledge of application support tools and platforms, including web-based applications, Windows, OS, and MS Office.
• Experience with basic networking concepts and troubleshooting.
• Proven track record in managing support workflows, incident tracking systems, and reporting KPIs.
• Excellent leadership, problem-solving, and analytical skills.
• Strong communication skills, both written and verbal, with the ability to communicate technical information clearly to non-technical users.
• Ability to multitask and prioritise in a fast-paced environment.
• Resourceful, proactive, and able to work independently with minimal supervision.