Application Support Lead – Flexible Work Options

Duck Creek Technologies; Columbia (SC); Hybrid; USD 78,000 - 122,000; Full time

Benefits offered by this job

Flexible work

Health insurance

401(k) with match

FSA/HSA

Paid holidays

EAP

Job summary

Duck Creek Technologies is seeking an Application Support Associate Manager to lead advanced technical support for our software and oversee complex incident resolution. The role emphasizes uptime, cross‑functional teamwork, and proactive issue management.

You will monitor performance, coordinate fixes with development, infrastructure, and QA teams, and ensure knowledge is captured in a robust documentation base.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in application support, IT operations, or technical troubleshooting roles.

Responsibilities

• Provide advanced technical support for Duck Creek applications, troubleshooting incidents and resolving complex technical issues.
• Monitor application performance and system health to ensure continuous availability and identify disruptions before they impact business operations.
• Collaborate with development, infrastructure, and QA teams to resolve escalated technical issues.
• Lead root cause analysis for critical incidents, documenting findings and implementing solutions to prevent future issues.
• Coordinate application updates, patches, and releases, ensuring successful deployment with minimal disruption.
• Maintain incident logs, reports, and documentation on resolution steps to build a knowledge base.
• Analyze and assess support requests to identify trends and recurring issues, recommending improvements to support processes.
• Utilize performance monitoring tools to track application uptime and performance, implementing necessary changes to enhance stability.
• Ensure adherence to SLAs by tracking and managing response times, resolution timelines, and incident handling.
• Support cross‑functional teams during application testing phases, providing insights on potential issues and operational impact.
• Develop and maintain detailed technical documentation and operational support guides.
• Stay current with the latest updates and functionalities within Duck Creek applications to provide effective support.

Skills

Troubleshooting

Incident mgmt

Documentation

Communication

Cross‑dept collaboration

Agile/DevOps

Education

Bachelor's degree in IT/CS

Tools

Duck Creek

Job description

Duck Creek Technologies is seeking an Application Support Associate Manager to lead advanced technical support for our software and oversee complex incident resolution. The role emphasizes uptime, cross‑functional teamwork, and proactive issue management.

You will monitor performance, coordinate fixes with development, infrastructure, and QA teams, and ensure knowledge is captured in a robust documentation base.