Remote Application Support Lead – Incident & SLA Owner

E. A. Renfroe & Company, Inc.; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Fountain is seeking an Application Support Lead to own our end-to-end support process. You will manage the support queue, direct daily work across the team, and serve as the escalation point for incidents and outages.

You will partner with engineering and product to improve runbooks, document standards, and drive process improvements while reporting on performance metrics and stakeholder updates.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent hands‑on experience.
• 3+ years supporting business applications and coordinating or leading support work.
• Experience owning a ticket queue and SLAs in Jira Service Management, ServiceNow, Zendesk, or similar.

Responsibilities

• Own the support queue end to end: triage, prioritize, and prevent tickets from going silent.
• Direct day-to-day support work across the team and set work priority and sequence.
• Own SLAs for response and resolution; track performance, identify misses, and report findings.
• Serve as escalation point for tickets, incidents, and outages; collaborate with engineering.
• Coordinate with engineering and systems leads on capacity; surface workload constraints with data.

Skills

Ticket queue management

SLA tracking

Cross-functional leadership

Stakeholder communication

Incident management

Prioritization

Troubleshooting

Education

Bachelor's degree in IT or related field

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

Address Remote

Description

Summary

We're looking for an Application Support Lead to own our support process end to end. You'll keep the day to day health of the support queue, direct the flow of work across support and engineering staff, and be the person the business goes to when something is broken. You'll also keep our support process sharp: meeting with stakeholders regularly, making sure the team follows our documented standards, and improving how we work.

Responsibilities

• Own the support queue. Make sure tickets are triaged quickly, prioritized correctly, and never go silent.
• Direct day to day support work across the team, setting priority and sequence so people know what to pick up next.
• Own our SLAs for response and resolution. Track performance, catch misses early, and report on them.
• Serve as the escalation point for support tickets, major incidents, and outages.
• Partner with the engineering and systems leads on capacity. Surface staffing and workload constraints with data when intake outpaces what the team can absorb.
• Coordinate escalation into engineering for anything requiring code or a release, and stay accountable for the ticket until the customer has the fix.
• Run post-incident reviews on customer-visible or recurring issues, and drive the remediation items to completion.
• Coordinate after-hours and on-call coverage and scheduling for system alerts.
• Meet with stakeholders and business super users on a regular cadence to review support performance, recurring issues, release status, and upcoming needs.
• Make sure the team is following our documented standards and processes, and drive improvements when they aren't working.
• Own support documentation, runbooks, and knowledge base content, including self-service content that keeps repeat questions out of the queue.
• Identify recurring problems and push for permanent fixes instead of repeat tickets.
• Translate recurring support issues into clear problem statements and requirements that engineering and product can act on. Work alongside our business analysts to shape that work.
• Weigh tradeoffs on how issues get resolved: what gets a workaround now, what gets a permanent fix, and what gets deferred. Make the call based on business impact, not ticket age or volume alone.
• Understand how our applications support the business well enough to explain what an issue actually costs, who it affects, and why it should or shouldn't move up the list.
• Onboard support staff to our process and provide guidance and feedback on how tickets are handled. Share input with the people managers who own performance.
• Report on queue metrics, SLA compliance, volume trends, and staffing needs. Translate technical risk into plain business language for leadership.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
• 3+ years supporting business applications, including time coordinating or leading support work.
• Experience owning a ticket queue and SLAs in Jira Service Management, ServiceNow, Zendesk, or similar.
• Proven ability to drive work through people who don't report to you, and to hold a standard without formal authority.
• Experience with a tiered support model and defined escalation paths between L1, L2, and engineering.
• Working knowledge of incident, problem, and change management practices.
• Strong judgment on priority and urgency, and the ability to stay calm during an outage.
• Comfortable building and reporting on support metrics and KPIs.
• Clear communicator with both frustrated users and business stakeholders.
• Technical enough to troubleshoot, understand what's happening, and know when to escalate. You should be comfortable reading how a system works, not just what it's doing wrong.
• Able to think in tradeoffs and articulate business impact. You can explain a technical problem to a business stakeholder in terms of what it costs them, and explain a business need to an engineer in terms they can build against.
• Comfortable gathering requirements and writing them down clearly enough that someone else can act on them.

Nice to have

• Experience supporting enterprise business applications (ERP, Dynamics 365, employee or client portals, invoicing).
• Familiarity with Azure monitoring and alerting.
• Basic SQL for investigating data issues.
• Experience introducing support automation or tooling improvements.
• Experience supporting a field or deployed workforce.

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