Title - Lead / Principal Application Support Engineer (Customer Engagement & .NET)
Location: Atlanta, GA || Tampa, FL (ONSITE)
Role Summary
· We are seeking a senior technical leader for the role of Lead / Principal Application Support Engineer. This high-impact role requires 10+ years of enterprise experience blending hands-on .NET engineering expertise with strategic Customer Relationship & Stakeholder Management.
· In this role, you will lead high-severity production incident resolutions for our award-winning SaaS Fleet Management products, drive executive customer engagements during critical events, and act as the primary operational liaison coordinating deliverables with our engineering and operations teams in India.
What You’ll Be Doing
Senior Technical Leadership & .NET Support:
· Act as the technical authority for resolving complex, Level-3 production incidents and architecture-level issues across our .NET web and microservices ecosystem.
· Perform deep-dive code reviews, technical root cause analysis (RCA), and bug fixes across C#, .NET Core/.NET Framework, and database stacks.
· Drive continuous system performance optimizations, outage mitigation, and stability improvements in collaboration with Solution Architects and Systems Engineers.
· Customer Engagement & Executive Stakeholder Management:
· Build and maintain strong operational relationships with key enterprise clients, serving as the trusted technical point of contact during critical application issues.
· Translate highly complex technical root causes into clear, executive-level incident summaries, action plans, and post-mortem briefings for non-technical customer stakeholders.
· Capture of customer feedback and operational pain points to influence product roadmaps, release quality, and application UX.
· Global Collaboration & India Team Coordination:
· Serve as the primary point of contact coordinating application support operations, task delegation, and continuous handovers with engineering and support teams in India.
· Facilitate seamless cross-functional delivery between geographically distributed development squads, product managers, and offshore teams.
· Mentor, coach, and guide junior-to-mid-level engineers in India and locally to build technical competency and maintain operational SLAs.
Process & Operational Excellence:
· Define and refine Incident Management, Escalation, and L3 Support protocols using Agile/Lean methodologies.
· Oversee on-call coverage protocols and escalation paths for major outage situations.
· Maintain centralized knowledge bases, standard operating procedures, and technical documentation across international teams.
What We’re Looking For (Basic Qualifications)
Experience:
· 10+ years of progressive technical experience in software engineering, application support, or technical escalation management for enterprise SaaS platforms.
· 5+ years in a senior, lead, or principal role managing direct customer engagements and technical escalations.
· Demonstrated experience working with and coordinating deliverables with offshore development/support teams in India across distributed time zones.
Technical Mastery (.NET & Architecture):
· Advanced expertise in the .NET ecosystem (C#, .NET Core, .NET Framework), web services, and microservices architecture.
· Strong relational (SQL Server, Postgres) and NoSQL (Redis, DynamoDB) database troubleshooting and query optimization skills.
· Solid understanding of REST APIs, web environments, and cloud infrastructure operations (AWS).
Leadership & Customer Skills:
· Exceptional executive-level verbal and written communication skills.
· Proven track record of managing customer expectations under high-stress incident scenarios.
· Strategic problem-solving approach with strong accountability and cross-functional leadership capabilities.
