Lead Application Support Engineer

Interra Health is a healthcare technology company focused on transforming the prescription journey through innovative SaaS platforms. They are seeking a senior Lead Developer to oversee platform reliability, incident management, and support engineering, with a focus on AI-assisted tooling and team leadership.

Location: Remote (US)

Salary: $150K - $170K

Responsibilities

• Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements, performing deep-dive technical triage across the full application stack.
• Analyze logs, traces, database queries, and application behavior to identify root causes rapidly and accurately.
• Develop and communicate clear 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, coordinating production releases on Azure.
• Maintain SLA compliance and ensure accurate, timely ticket documentation throughout the incident lifecycle.
• Monitor production defect and incident patterns analysis to surface 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 own the follow-through on corrective action items.
• Partner with the product and engineering teams to advocate for platform stability improvements based on support data.
• Champion the adoption of AI and automation tools to accelerate issue diagnosis and resolution.
• Lead development of internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce MTTR.
• Identify opportunities to automate support workflows and implement tooling improvements.
• Engage with the engineering backlog to identify, scope, and prioritize tech debt impacting platform stability and supportability.
• Contribute to or lead the remediation of tech debt during engineering cycles.
• Act as a bridge between support operational insights and engineering roadmap priorities.
• Lead, coach, and mentor support engineers, providing technical guidance and career development.
• Set team priorities, manage workload, and ensure on-call coverage.
• Establish and refine team processes, ticket workflows, escalation paths, documentation standards, and quality benchmarks.
• Define and track KPIs and align the team around goals and continuous improvement.

Requirements

• 10+ years of experience in application support, software engineering, or a combined production-focused engineering role, with at least 3 years 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 — ability to diagnose UI-layer issues and interpret browser-side errors.
• Deep experience with Microsoft SQL Server — proficient in query analysis, execution plan review, and performance troubleshooting.
• Demonstrated experience supporting applications hosted on Microsoft Azure (App Services, Azure SQL, Application Insights, Log Analytics, Azure DevOps, etc.).
• Proven track record of owning complex, high-stakes production incidents end-to-end.
• Experience with structured problem management methodologies (e.g., root cause analysis, 5 Whys).
• Demonstrated ownership of production codebases and responsibility for fixing issues directly in code.

Benefits

• Competitive compensation
• Remote-first work from anywhere in US, with a home office stipend and Wi-Fi reimbursement
• Flexible work schedule with core hours from 10:00 AM to 3:00 PM ET
• Annual company offsite for team building and collaboration
• Flexible PTO, 17 company holidays, paid sick leave, parental leave
• Comprehensive health coverage including medical, dental, and vision with company contributions to HSA/FSA
• 401(k) plan with company match

Additional Information

• Fully remote role within the United States.
• Periodic travel approximately 10% for team meetings and company events.
• Operates in a fast-paced, growth-oriented SaaS environment.
• Requires cross-functional collaboration across Product, Sales, Customer Success, and Leadership.
• Ability to manage multiple product launches and shifting priorities.
• Success depends on balancing synchronous collaboration with asynchronous work in a remote environment.