Team Lead Application Support

2 days ago

Taguig, National Capital Region, Philippines KMC Solutions Full time $90,000 - $120,000 per year

We are looking for a highly capable and hands-on Team Lead to manage our Tier 2 and Tier 3 Application Support team for a mission-critical SaaS platform. This role requires a blend of leadership, technical troubleshooting, and customer-focused service delivery to ensure platform reliability and client satisfaction.

Key Responsibilities

Leadership & Team Management:

  • Lead, coach, and develop a team of support engineers and analysts.
  • Manage team workload, performance metrics, and continuous improvement initiatives.
  • Act as the primary escalation point for complex technical issues.
  • Collaborate with Engineering, Product, and Customer Success teams to drive resolution and service excellence.

Technical Support Tier 3:

  • Provide advanced troubleshooting for application issues, including backend services, APIs, integrations, and data inconsistencies.
  • Analyze logs, monitor system health, and perform root cause analysis.
  • Work closely with development teams to resolve bugs and deploy hotfixes or patches.
  • Maintain and improve internal knowledge bases and runbooks.

Platform & Process Optimization:

  • Develop a deep understanding of the SaaS platform architecture and customer use cases.
  • Identify recurring issues and propose long-term solutions or automation opportunities.
  • Ensure adherence to SLAs and drive continuous improvement in support processes.

Minimum Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or a related field.
  • 5+ years of experience in application support, with at least 2 years in a leadership or managerial role.
  • Strong technical background in SaaS platforms, cloud infrastructure (AWS, Azure, or GCP), and web technologies.
  • Proficient in SQL, API troubleshooting, and log analysis tools (e.g., Splunk, Datadog).
  • Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and incident management practices.
  • Candidates must be willing to work either BGC or Makati.

Preferred Skills:

  • ITIL certification or experience with ITSM frameworks.
  • Strong communication and stakeholder management skills.
  • Ability to thrive in a fast-paced, customer-centric environment.

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