Job Url: https://www.indeed.com/jobs?q=software+engineer&l=United+States&sc=0kf%3Aattr%28DSQF7%29%3B&radius=50&fromage=3&start=100&vjk=1c06bb3f5d732a75 Job Description: Sr. Application Support Engineer, Team Lead- job post DriveCentric, Inc. 3.3 3.3 out of 5 stars Remote Apply now Profile insights Here’s how the job qualifications align with your profile. Skills TypeScript  (Required) SQL  (Required) Zendesk + show more Do you have experience in Zendesk? Yes No Skip   Job details Here’s how the job details align with your profile. Shift and schedule On call   Benefits Pulled from the full job description 401(k) matching Vision insurance Dental insurance   Full job description Are you tired of not being challenged, not having a voice, or having to work with outdated technologies? Do you want to be a direct contributor in a company that is an innovation leader and has the awards to prove it? DriveCentric is the premier customer relationship management (CRM) and AI marketing company that connects automotive dealerships to customers in innovative, award-winning ways. We're seeking an exceptional software engineer to lead our Application Support team. What do we look for in a technical leader? Extreme ownership. Relentless problem-solving. A positive, customer-focused attitude. Calm under pressure. Strong technical and business judgment. A diverse set of skills and experiences. A commitment to excellence. Leading by example. Responsibilities: Lead and mentor our growing Application Support team, while contributing to the “Protector of Production” mission of the App Operations engineering department. Perform as a technical contributor 60% of the time, with a 20% focus on personnel management, and 20% on maturing our application support practice. Serve as the tier 2 engineering support - the first technical escalation point from customer support - handling a wide spectrum of application and data issues that require deep product knowledge and technical expertise to diagnose and resolve. Embody the unique intersection of full-stack engineering capability and customer support excellence—using technical depth to solve complex problems while maintaining the urgency, communication skills, and customer empathy that define world-class support. Participate in the Application Support on-call rotation, serving as the primary technical escalation point for customers, after hours, with the ability to engage tier 3 engineering support or the Director of App Operations for critical/complex issues. Lead the triage of escalated customer support tickets, conduct initial investigation and root cause analysis, document findings, and identify patterns to drive systematic improvements. Manage escalation and handoff of non-standard issues to tier 3 engineering support, providing context, comprehensive documentation, and customer impact. Contribute to quarterly Objective and Key Results (OKR) planning with senior leadership, translate objectives into actionable key results, and drive, contribute, and track progress through completion. Drive product expertise across the App Operations engineering department, ensuring all team members develop a deep understanding of both user workflows and technical architecture to serve as Engineering’s product knowledge center. Serve as product expertise resource during priority (Px) incidents, partnering with Site Reliability to verify functionality, assess customer impact, and coordinate recovery and customer communication efforts during bridge calls. Identify common patterns and develop self-service tools for Customer Success Managers to resolve issues independently. Requirements: 5+ years of combined experience in full-stack software engineering and technical customer support, with proven ability to leverage engineering skills to solve complex customer escalations. 2+ years of experience leading engineering and/or customer support teams. Previous technical support, help desk, or customer-facing role experience. Demonstrate working knowledge and intermediate proficiency with several of the following technologies: AWS, C# .NET, APIs, SQL databases, Angular, TypeScript, JavaScript, and HTML. Ability to read code, perform basic debugging, and understand system architecture. Customer service mindset with patience, empathy, and genuine concern while working through complex technical issues. Experience in analyzing and troubleshooting web application performance issues. A data-driven approach to problem-solving and communications. Ability to balance urgency with sound decision-making when addressing critical issues, whether service incidents, application defects, or data integrity problems. Exceptional communication skills to collaborate effectively with both technical and business stakeholders. A strong sense of ownership and pride in delivering an exceptional application experience as a competitive advantage. Pluses: Experience with automated monitoring and alerting systems (e.g., Elastic APM, Kibana, Grafana). Experience with event-driven architectures (e.g., Kafka, etc.). Experience with enterprise ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow). Experience with API testing tools (e.g., Postman, Insomnia) for troubleshooting integrations. Experience with the automotive industry or SaaS CRM platforms. Benefits: Competitive salary + bonus + annual merit increases Health, vision, and dental insurance (eligible on day 1) 401K with matching up to 4% (eligible after 90 days) 9 company holidays + 15 FTO days in first year Pluralsight subscription Professional growth opportunities Equal Opportunity Statement: DriveCentric is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. All qualified applicants are encouraged to apply   If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.