Lead Application Support Engineer

## About the Role Interra Health, Inc. is seeking a hands-on, operationally minded **Lead Application Support Engineer / Lead Developer** to own the health, reliability, and continuous improvement of mission-critical SaaS platforms. This senior engineering role combines production application support, software development, incident management, debugging, and technical leadership. The successful candidate will write production-quality code, lead complex technical investigations, develop hotfixes, identify systemic issues, and help establish effective support-driven engineering practices. You will work across support, engineering, and operations to triage escalated incidents, analyze application behavior, improve platform stability, and reduce recurring production issues at their root. The role also emphasizes AI-assisted support operations, automation, technical debt remediation, and mentoring and managing a team of application support engineers. ## Key Responsibilities ### Incident Management & Technical Triage * Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements. * Perform deep technical triage across the full application stack. * Analyze logs, traces, database queries, and application behavior to identify root causes. * Develop and communicate 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 strategies. * Author and deploy targeted hotfixes with appropriate testing and change control. * Coordinate production releases on Microsoft Azure. * Maintain SLA compliance and accurate, timely ticket documentation throughout the incident lifecycle. ### Proactive Problem Management * Monitor production defect and incident patterns to identify recurring or systemic issues. * Build and maintain a problem registry. * Translate production patterns into actionable engineering proposals with clear business-impact framing. * Drive post-incident reviews (PIRs) and follow through on corrective action items. * Partner with Product and Engineering teams to advocate for platform stability improvements based on support data. ### AI-Augmented Support Operations * Champion AI and automation tools such as GitHub Copilot, AI-assisted log analysis, and LLM-based triage assistants. * Develop internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce mean time to resolution (MTTR). * Identify repetitive support workflows that can be automated. * Implement tooling improvements that make support operations more efficient. ### Technical Debt & Engineering Collaboration * Engage with the engineering backlog to identify, scope, and prioritize technical debt affecting platform stability and supportability. * Contribute to or lead remediation of targeted technical debt during engineering cycles. * Bridge operational insights from the support team with Engineering roadmap priorities. ### Team Leadership & Development * Lead, coach, and mentor a team of application support engineers. * Provide technical guidance and career development support. * Set team priorities and manage workload distribution. * Ensure appropriate on-call coverage. * Establish and refine ticket workflows, escalation paths, documentation standards, and quality benchmarks. * Define and track key performance indicators (KPIs). * Align the team around common goals and continuous improvement. * Conduct regular 1:1s and performance reviews. * Foster a culture of accountability, learning, and continuous improvement. ## Required Qualifications * **10+ years of experience** in application support, software engineering, or a combined production-focused engineering role. * **At least 3 years of experience in a senior or lead capacity.** * Strong hands-on proficiency with **.NET / C#** for reading, debugging, and writing production-quality code. * Solid understanding of **React** front-end applications, including diagnosing UI-layer issues and interpreting browser-side errors. * Deep experience with **Microsoft SQL Server**, including query analysis, execution plan review, and performance troubleshooting. * Demonstrated experience supporting applications hosted on **Microsoft Azure**, including technologies such as Azure App Services, Azure SQL, Application Insights, Log Analytics, and Azure DevOps. * Proven experience owning complex, high-stakes production incidents end-to-end. * Experience with structured problem management methodologies such as **root cause analysis and 5 Whys**. * Demonstrated ownership of production codebases and responsibility for fixing issues directly in code rather than routing work to another team. ## Preferred Qualifications * Experience building or deploying **AI/LLM-assisted tooling** for support operations, such as GitHub Copilot, Azure OpenAI, Claude Code, or custom diagnostic bots. * Familiarity with **CI/CD pipelines and deployment automation**, including Azure DevOps or GitHub Actions. * Exposure to observability and monitoring tools such as **Application Insights, Datadog, Grafana, or similar platforms**. * Experience working in business-critical SaaS environments where multi-tenancy, uptime commitments, and customer impact are important considerations. * **Healthcare industry experience**. * **ITIL Foundation certification** or equivalent experience in structured IT service management. ## Skills & Competencies * Application support and production engineering * Software development and debugging * .NET / C# * React application troubleshooting * Microsoft SQL Server and database performance troubleshooting * Microsoft Azure * Production incident management * Root cause analysis and problem management * Technical triage and troubleshooting * Production hotfix development and deployment * AI-assisted troubleshooting and automation * Technical debt management * CI/CD and deployment automation * Observability and monitoring * Customer-impact and SLA awareness * Technical leadership and mentoring * Team management and workload planning * Communication and cross-functional collaboration * Documentation and knowledge management * Process improvement * Adaptability and ability to manage shifting priorities ## Education & Experience **Education:** No specific education or degree requirement is stated in the source job description. **Experience:** * 10+ years in application support, software engineering, or a combined production-focused engineering role. * At least 3 years in a senior or lead capacity. * Experience with production incident ownership, application debugging, production codebases, Azure-hosted applications, SQL Server, .NET/C#, and React is required as specified above. ## Work Arrangement & Schedule * **Fully remote** * **United States-based** * Location: **Salt Lake City, UT, US (Remote)** * Remote-first work environment * Flexible work schedule * Approximately **10% periodic travel** for team meetings and company events, as applicable * Requires cross-functional collaboration across Product, Sales, Customer Success, and Executive Leadership * Ability to manage multiple concurrent product launches and shifting priorities * Requires balancing synchronous collaboration with thoughtful asynchronous execution ## Compensation & Benefits * Compensation: **Not specified in the provided job description** * Remote work environment with a flexible work schedule designed to encourage work-life balance * Annual company offsite * Generous leave package, including flexible time off * 13 paid holidays * Paid sick leave * Paid parental leave * Medical, dental, and vision insurance for employees and their families * Company-funded FSA & HSA, dependent on the selected medical plan * 401(k) company match * One-time workspace reimbursement to support a remote workspace ## Compliance / Additional Information Interra Health, Inc. is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion