We are looking for a highly skilled and experienced Application Support Team Lead to join and lead our team.
The successful candidate must have deep knowledge of application and infrastructure support, with a strong focus on log analysis using Azure Application Insights and Log Analytics workspace as part of Azure Monitor. The role requires a comprehensive understanding of Azure cloud technologies and the ability to troubleshoot issues in real time. The Team Lead Engineer will take on leadership responsibilities, guiding and mentoring a team of support engineers, ensuring the smooth operation of all technical support activities, and ensuring best practices in application monitoring, incident resolution, and support processes.
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This is a fully remote position that offers you the flexibility to work from any location in Armenia, whether it's your home or well-equipped offices in Yerevan or Gyumri.
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Responsibilities
- Serve as the primary point of contact for clients and team members, escalating support issues and ensuring timely resolution
- Lead and mentor the support team, providing technical guidance and overseeing daily operations
- Review and optimize support processes for efficiency and continuous improvement
- Manage shift schedules and ensure 24/7 support coverage, particularly for morning shifts and weekends
- Collaborate with engineering and product teams to ensure smooth transitions from development to production
- Monitor applications, identify incidents, and lead troubleshooting efforts to resolve issues efficiently
- Engage with customers directly to troubleshoot and resolve issues in real-time
- Develop expertise in Azure technologies, including AppInsights and Log Analytics, and create/modify queries for enhanced monitoring
- Adhere to ITSM practices and manage support tickets using ServiceNow
- Document root cause analysis (RCA) and contribute to the knowledge base for continuous learning
- Proven experience leading and mentoring technical teams, fostering a high-performance environment
- Strong skills in managing multiple priorities and delivering results aligned with business goals
- Solid background as an L2 Application Support Engineer, with expertise in managing complex incidents and troubleshooting
- In-depth knowledge of web applications, Azure Application Insights, Log Analytics, and Azure cloud technologies, including KQL queries
- Strong troubleshooting skills for both web and mobile applications (iOS/Android)
- Experience with SQL and MongoDB query writing
- Familiarity with ITSM practices, including Incident, Problem Management, and Change Enablement
- Excellent communication, customer service, and multitasking abilities
- Experience with ServiceNow or similar ticketing systems
- We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
- We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to LinkedIn Learning, Get Abstract and O'ReillyFree
- English classes with certified teachers
- We cover it all:
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Four trust days per year for personal needs
- Discounts for fitness clubs
- Benefits package (hotels, restaurants, stores and services)