Remote Application Support Lead – Incident & SLA Owner

Fountain; Northern (KY); 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

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.