Application Support Team Lead

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Application Support Team Lead in Portugal.

As an Application Support Team Lead, you will oversee the technical support and configuration of a complex technology platform, ensuring smooth operation across applications, CRM systems, and web interfaces. You will lead a team of support engineers, balancing proactive troubleshooting with strategic enhancements to improve efficiency and reliability. This role combines hands-on problem-solving with leadership, mentoring, and process optimization. You will work closely with product and customer support teams, driving platform adoption, implementing AI and automation tools, and ensuring high-quality service delivery. Your contributions will have a direct impact on platform performance, user satisfaction, and the professional growth of your team.

• Lead and mentor the application support team, prioritizing tasks, monitoring performance, and providing continuous guidance through demos and training sessions.
• Deliver advanced (2nd line) technical support, troubleshooting complex platform issues using tools like Grafana logs, DB queries, and AWS architecture components.
• Proactively monitor system performance, develop dashboards and alerts, and implement improvements to prevent issues before they affect users.
• Manage platform configuration requests, collaborate with Product Owners, and implement technical solutions to optimize workflows.
• Explore AI and automation tools to enhance support efficiency and streamline knowledge access for internal teams.
• Maintain comprehensive documentation and share knowledge to support team competency and platform consistency.
• Partner with Customer Support and Product teams to enhance self-service options and overall platform usability.

Requirements:

• Minimum of 3 years’ experience in 2nd line application support, with technical expertise in SQL, Grafana, and AWS (Topics and Queues).
• Proven ability to lead and mentor technical teams, taking ownership of KPIs, deliverables, and professional development of team members.
• Hands-on experience with platform configurations, including Salesforce CRM, and translating business requirements into technical solutions.
• Demonstrated experience implementing AI or automation tools to improve support processes and knowledge management.
• Strong problem-solving skills, with the ability to deconstruct complex technical challenges and guide team solutions.
• Excellent communication skills to collaborate effectively with Product Owners, Customer Support, and cross-functional teams.
• Strategic mindset combined with a hands-on approach to support operations.

Benefits:

• Competitive monthly salary based on location:
  • Portugal: €2,620 – €3,900 (x14)
  • South Africa: R56,419 – R84,000 (x12)
  • Kenya: Ksh317,468 – Ksh470,000 (x12)
  • Flexible work arrangements, including remote or hybrid options.
  • Personal development budget to invest in professional growth.
  • Unlimited holiday days with coordination for team coverage.
  • Opportunity to shape a growing and impactful technology platform.
  • Inclusive, trust-based work culture with autonomy and minimal micromanagement.