Interrahealth - Lead Application Support Engineer
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Requirements
• 10+ years of experience in application support, software engineering, or a • combined production-focused engineering role — with at least 3 years in a senior or lead capacity. • Strong hands-on proficiency in .NET / C# for reading, debugging, and writing production-quality code. • Solid understanding of React front-end applications — ability to diagnose UI-layer issues and interpret browser-side errors. • Deep experience with Microsoft SQL Server — proficient in query analysis, execution plan review, and performance troubleshooting. • Demonstrated experience supporting applications hosted on Microsoft Azure (App • Services, Azure SQL, Application Insights, Log Analytics, Azure DevOps, etc.). • Proven track record of owning complex, high-stakes production incidents end-to-end. • Experience with structured problem management methodologies (e.g., root cause analysis, 5 Whys). • Demonstrated ownership of production codebases and responsibility for fixing issues directly in code rather than routing work to another team, • Experience building or deploying AI/LLM-assisted tooling for support operations • (e.g., GitHub Copilot, Azure OpenAI, Claude Code, custom diagnostic bots). • Familiarity with CI/CD pipelines and deployment automation (Azure DevOps, GitHub Actions). • Exposure to observability and monitoring tooling (Application Insights, Datadog, Grafana, or similar). • Background in business critical SaaS environments where multi-tenancy, uptime • commitments, and customer impact sensitivity are top-of-mind. Healthcare industry experience is a plus. • ITIL Foundation certification or equivalent experience in structured IT service management. • Working Conditions & Environment: • Fully remote role within the United States • Periodic travel (approximately 10%) for team meetings, and company events (as • Operates in a fast-paced, growth-oriented, PE-backed SaaS environment • Requires cross-functional collaboration across Product, Sales, Customer Success, • and Executive Leadership (edit as applicable) • Ability to manage multiple concurrent product launches and shifting priorities (edit • Success in this role requires the ability to balance synchronous collaboration with • thoughtful asynchronous execution in a remote-first environment • 🌍Remote work environment with a flexible work schedule to encourage work-life balance • ✈Annual company offsite • 🌴Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave • 💙 Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose) • 💰401(k) company match • 💸One-time workspace reimbursement to help you optimize your remote workspace
Responsibilities
• Incident Management & Technical Triage • Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements, performing deep-dive technical triage across the full application stack. • Analyze logs, traces, database queries, and application behavior to identify root causes rapidly and accurately. • Develop and communicate clear workarounds to minimize customer impact while permanent fixes are in progress. • Establish engineering standards for support-owned code, including testing • expectations, deployment safety and rollback strategy. • Author and deploy targeted hotfixes with appropriate testing and change control, • coordinating production releases on Azure. • Maintain SLA compliance and ensure accurate, timely ticket documentation • throughout the incident lifecycle. • Proactive Problem Management: • Monitor production defect and incident patterns analysis to surface recurring or • systemic issues before they escalate. • Build and maintain a problem registry; translate patterns into actionable engineering proposals with clear business impact framing. • Drive post-incident reviews (PIRs) and own the follow-through on corrective action items. • Partner with the product and engineering teams to advocate for platform stability improvements based on real-world support data. • AI-Augmented Support Operations: • Champion the adoption of AI and automation tools (e.g., Copilot, AI-assisted log • analysis, LLM-based triage assistants) to accelerate issue diagnosis and resolution. • Lead development of internal knowledge bases, runbooks, and automated • diagnostic playbooks to reduce mean time to resolution (MTTR). • Identify opportunities to automate repetitive support workflows and implement • tooling improvements. • Technical Debt & Engineering Collaboration: • Actively engage with the engineering backlog to identify, scope, and prioritize tech debt items impacting platform stability and supportability. • Contribute to or lead the remediation of targeted tech debt items during allocated engineering cycles. • Act as a bridge between the support team's operational insights and the engineering team's roadmap priorities. • Team Leadership & Development: • Lead, coach, and mentor a team of application support engineers, providing technical guidance and career development support. • Set team priorities, manage workload distribution, and ensure appropriate on-call coverage. • Establish and refine team processes — ticket workflows, escalation paths, documentation standards, and quality benchmarks. • Define and track key performance indicators and align the team around common • goals and continual improvement. • Conduct regular 1:1s, performance reviews, and foster a culture of accountability, • learning, and continuous improvement.
Benefits
• $150K – $170K • Offers Bonus • The range indicates base compensation. A bonus is also available. The final offer will be based on the candidate's skills and experience against the role they are being considered for. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Note: To ensure candidates are applying to relevant roles based on their skills, we have set up limits to the number of times candidates can apply to a role: • Note: • Candidates may not apply more than 3 times in any 120 day span for any role • Candidates may not re-apply to the same role within 120 days • Candidates may not re-apply to any role within 90 days • or drag and drop here • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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