Lead Application Support Engineer

# Remote Lead Application Support Engineer ## About the Role Interra Health, Inc. is seeking a hands-on, operationally minded Lead Application Support Engineer to own the health, reliability, and continuous improvement of mission-critical SaaS platforms. This senior engineering role combines production application support, software engineering, complex debugging, incident management, technical direction, and team leadership. You will work across support, engineering, and operations to triage escalated incidents, develop production hotfixes, identify systemic failure patterns, and reduce recurring issues at their root. The role also emphasizes AI-assisted support operations, automation, knowledge management, and mentoring 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-dive 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 strategy. * Author and deploy targeted hotfixes with appropriate testing and change control. * Coordinate production releases on Azure. * Maintain SLA compliance and accurate, timely ticket documentation throughout the incident lifecycle. ### Proactive Problem Management * Monitor production defects and incident patterns to identify 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 follow through on corrective action items. * Partner with Product and Engineering teams to advocate for platform stability improvements based on real-world support data. ### AI-Augmented Support Operations * Champion adoption of AI and automation tools, including Copilot, AI-assisted log analysis, and LLM-based triage assistants. * 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. * Implement tooling improvements that accelerate issue diagnosis and resolution. ### 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 allocated 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 continual 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 in .NET / C# for reading, debugging, and writing production-quality code. * Solid understanding of React front-end applications, including the ability to diagnose UI-layer issues and interpret 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 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 and GitHub Actions. * Exposure to observability and monitoring tools such as Application Insights, Datadog, Grafana, or similar. * Background in business-critical SaaS environments where multi-tenancy, uptime commitments, and customer-impact sensitivity are important. * Healthcare industry experience. * ITIL Foundation certification or equivalent experience in structured IT service management. ## Skills & Competencies * Application support and production engineering * .NET / C# development and debugging * React application troubleshooting * Microsoft SQL Server * Database query analysis and performance troubleshooting * Microsoft Azure application support * Production incident management * Technical triage and debugging * Root cause analysis and problem management * Hotfix development and deployment * Technical debt remediation * AI-assisted support operations and automation * LLM-based triage and diagnostic tooling * Knowledge base and runbook development * SLA and incident documentation * Technical leadership and mentoring * Team workload management and on-call coordination * Cross-functional collaboration * Continuous improvement ## Education & Experience **Education:** No formal degree or education requirement is specified 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. * Hands-on experience with .NET / C#, React, Microsoft SQL Server, and Microsoft Azure. * Experience owning complex, high-stakes production incidents. * Experience with structured problem management methodologies. ## Work Arrangement & Schedule * **Work Arrangement:** Fully remote * **Location:** Salt Lake City, UT, United States (Remote) * **Geographic Eligibility:** Remote within the United States * **Schedule:** Flexible work schedule in a remote-first environment * **Travel:** Approximately 10% periodic travel for team meetings and company events, as applicable * The role requires balancing synchronous collaboration with thoughtful asynchronous execution. * The position operates in a fast-paced, growth-oriented, PE-backed SaaS environment. * Requires cross-functional collaboration across Product, Sales, Customer Success, and Executive Leadership. * Requires the ability to manage multiple concurrent product launches and shifting priorities. * **Employment Type:** Not specified in the source job description. * **Weekly Hours:** Not specified in the source job description. ## Compensation & Benefits **Compensation:** The source listing does not provide a specific salary or hourly compensation amount. **Benefits:** * Flexible remote work schedule * Annual company offsite * Flexible time off policy * 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 ## 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