Application Support Lead

Crowdplum Global Services; Washington (District of Columbia); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Crowdplum Global Services is seeking a highly analytical Application Support Lead to guide a team of Support Engineers in Washington, DC. This leadership role focuses on investigating complex issues, mentoring staff, and delivering high-quality service in a hybrid environment with three days in the office.

The ideal candidate will have strong SQL skills, excellent communication, and experience building processes, KPIs, and knowledge bases to improve support operations and customer outcomes.

Qualifications

• Minimum 8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis roles.
• Experience leading, mentoring, or managing support teams.
• Excellent written and verbal communication skills.
• Strong database knowledge and ability to write and troubleshoot SQL queries.
• Experience investigating complex application issues and performing root cause analysis.
• Experience defining and tracking operational metrics to improve support effectiveness and efficiency, as well as building support processes, KPIs, dashboards, and reporting.
• Experience collaborating with Development, QA, Product Management, and Customer-facing teams.
• Strong understanding of incident, problem, and service management practices, including knowledge base and documentation management.
• Ability to read and understand application code, logs, and technical documentation without being a software developer.

Responsibilities

• Lead a team of Support Engineers and drive high-quality service delivery.
• Mentor and coach staff to improve technical skills and customer outcomes.
• Collaborate with Development, Product, QA, and customer teams to resolve complex issues.
• Perform root cause analysis and implement lasting fixes.
• Define and report operational metrics, dashboards, and processes for efficiency improvements.

Skills

Leadership & mentoring

Analytical thinking

SQL queries

Communication skills

Incident management

Stakeholder management

Excel

AI tools

Tools

Excel

AI tools

Job description

Please find the open requirement below. If you are interested, please share your updated resume, including your expected Salary per annum and visa status.

Location : Washington DC(Hybrid, 3 days in office)

Fulltime role only

Overview

We are seeking a highly analytical and technically minded Application Support Lead to lead a team of Support Engineers responsible for supporting a business-critical software platform. This role requires a hands-on leader who can investigate complex issues, drive root cause analysis, mentor support engineers, and work closely with Development, Product, QA, and customer teams to ensure high-quality service delivery.

The ideal candidate is naturally curious, comfortable working with data and databases, capable of understanding application architecture and code behavior, and passionate about leveraging new technologies, including AI, to improve support processes and operational efficiency.

This is a leadership position requiring strong technical troubleshooting skills combined with excellent communication and stakeholder management abilities.

Required Experience & Skills

Mandatory Requirements

• Minimum 8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis roles.
• Experience leading, mentoring, or managing support teams.
• Exceptional analytical and problem-solving skills.
• Strong database knowledge and ability to write and troubleshoot SQL queries.
• Experience investigating complex application issues and performing root cause analysis.
• Excellent written and verbal communication skills.
• Experience defining and tracking operational metrics to improve support effectiveness and efficiency, as well as building support processes, KPIs, operational dashboards, and reporting.
• Experience collaborating with Development, QA, Product Management, and Customer-facing teams.
• Strong understanding of incident, problem, and service management practices, including the creation, maintenance, and continuous improvement of knowledge articles, troubleshooting documentation, and support processes.
• Ability to read and understand application code, logs, and technical documentation without being a software developer.

Preferred/Non-Mandatory Qualifications

• Experience using Excel for analysis and troubleshooting.
• Familiarity with finance concepts and financial models.
• Experience supporting enterprise SaaS, fintech, or business-critical applications.
• Exposure to monitoring, observability, and application performance management tools.
• Experience evaluating or utilizing AI tools and technologies to improve support operations and team productivity.
• Passion for learning new technologies and driving innovation within support teams.