Application Support Engineer Team Lead

BHG Financial; United States; À distance; USD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

Medical coverage

401(k) plan

Wellness Fridays (Wellness Weekends)

Company training and certification

Volunteer opportunities

Competitive PTO

Résumé du poste

BHG Financial is seeking an experienced Application Support leader to drive high-performing teams and deliver a superior customer experience.

You will guide day-to-day operations, mentor staff, and collaborate with Engineering and Product to resolve complex incidents quickly while maintaining reliable enterprise applications and data integrations across systems. This role demands proactive problem-solving and strong communication in a fast-paced environment.

Qualifications

• Bachelor’s degree in IT or related field.
• 6+ years supporting enterprise apps incl. Jira, Confluence, Salesforce, Azure DevOps, GitHub.
• 3+ years leading a professional Application Support team.
• 1+ years interacting with senior leadership.
• 5+ years with modern development tools including .NET/C#, Azure Cloud, PHP, AWS, or Google Cloud.
• 5+ years SDLC methodologies (Waterfall, Scrum, Kanban) with Agile tools.
• 4+ years advanced SQL/SOQL.
• 2+ years programming or scripting (Java, Python, PowerShell, JavaScript, etc).
• 4+ years creating technical docs.
• Experience leading cross-functional projects with vendors.

Responsabilités

• Lead day-to-day operations of the Application Support team.
• Maintain and improve enterprise apps and data flows.
• Monitor support queues and trends.
• Troubleshoot complex issues; escalation point.
• Collaborate with Engineering, Product; communicate incidents and timelines.
• Serve as SME for Jira, Jira Service Management, Confluence.
• Develop technical documentation and SOPs.
• Drive IT support best practices and change control.
• Lead cross-functional projects with resources and timelines.
• Engage third-party vendors for tools upgrades and integrations.
• Other duties as assigned.

Connaissances

Leadership

Troubleshooting

Customer service

Jira Software

Confluence

SQL/SOQL

SDLC

Azure DevOps

Python

JavaScript

Formation

Bachelor’s degree

Outils

Jira Software

Jira Service Management

Confluence

Azure DevOps

GitHub

Description du poste

Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you.

In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.

Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.

Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.

From business to personal loans to relationships with community banks, the country’s top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.

Who You Are

You are a motivated Application Support professional who is passionate about building high-performing support teams and delivering a positive customer experience. You excel at leading teams, troubleshooting complex issues, and managing escalations, and have experience overseeing day-to-day support operations while ensuring incidents are communicated and resolved effectively. You are a proactive, collaborative, and solutions-driven leader, and thrive in a fast-paced environment where you can balance team workloads, identify emerging issues, and partner with Engineering and Product leaders to drive timely resolutions.

What You’ll Do

• Lead the day-to-day operations of the Application Support team, providing technical guidance, mentorship, and support while helping team members grow their skills and knowledge.
• Maintain, support, and improve internal and third-party enterprise applications while ensuring reliable integrations and data flow between systems.
• Monitor application support queues, ticket volume, and trends to identify emerging issues, balance workloads, and maintain strong team performance.
• Troubleshoot and resolve complex technical issues and system errors, serving as an escalation point for difficult or sensitive application issues.
• Partner with Engineering, Product, and other cross-functional teams to communicate incidents, workarounds, resolutions, and timelines while driving a positive customer experience.
• Serve as a subject matter expert for enterprise applications, including Jira Software, Jira Service Management, Confluence, and other business-critical platforms.
• Develop and maintain technical documentation, standard operating procedures, system configurations, and support processes, while identifying opportunities to train team members and stakeholders.
• Drive IT support best practices, including incident escalation, change control compliance, application availability, capacity planning, and continuous process improvement.
• Lead and support cross-functional projects, coordinating resources, timelines, deliverables, risks, and project status to ensure key milestones are met.
• Collaborate with third-party vendors and internal stakeholders to troubleshoot issues, evaluate tools, implement improvements, and support upgrades and integrations.
• Other duties as assigned.

What You’ll Need

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• 6+ years of experience supporting and/or managing third-party enterprise server and cloud application platforms, such as Salesforce, Aha!, Jira Software, Jira Service Management, Confluence, Azure DevOps, and GitHub.
• 3+ years of experience managing, developing, and leading professional Application Support team members.
• 1+ years of experience interacting with senior leadership at the Director level or above.
• 5+ years of experience working with modern development tools and technologies, including Microsoft .NET/C#, Azure Cloud, PHP, full-stack architecture, AWS, or Google Cloud.
• 5+ years of experience working with SDLC methodologies, including Waterfall, Scrum, and Kanban, along with standard Agile tools.
• 4+ years of advanced SQL and/or SOQL experience, including complex joins, stored procedures, and other advanced database concepts.
• 2+ years of experience with programming or scripting languages such as Java, Python, PowerShell, JavaScript, JQL, AQL, Apex, or similar technologies.
• 4+ years of experience creating technical documentation or standard operating procedures related to IT operations and support.
• Experience leading complex, cross-functional projects and working with third-party vendor support.
• Strong customer service, troubleshooting, problem-solving, and written and verbal communication skills, with the ability to effectively partner across technical and non-technical teams.
• Familiarity with collaboration and enterprise tools such as Microsoft Teams, Microsoft Office, Jira Software, Jira Service Management, and Confluence.
• Ability to work flexible hours when needed, including occasional early mornings, evenings, and weekends, and participate in an on-call rotation.
• Travel requirement: All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. After the initial 6 months, ongoing travel is expected at approximately ~5% annually for periodic team on-sites, team meetings, and cross-functional collaboration.
• Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.

Nice to Have

• ITIL/change management knowledge or certification.
• Linux knowledge.
• Salesforce administrator and/or developer experience.
• Familiarity with SonarQube, Posit/RStudio, DocuWare, and VMware.

Life at BHG Financial

At BHG Financial, we work hard and aren’t afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player, and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.

Why You Should Join BHG Financial

• Medical/Rx/Dental/Vision coverage for employees and their eligible family members
• Competitive PTO and vacation policies
• 1 Friday off each month for Wellness Weekends
• Company 401(k) plan with employer contributions after one year
• Company-sponsored training and certification opportunities
• Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
• Ongoing volunteer opportunities to give back to the community through our BHG Cares program

BHG Financial is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. BHG Financial is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.