Application Support Team Lead

As Team Lead, you will drive operational excellence across L1/L2 application support, act as the escalation point for complex technical issues, and directly manage a team of support specialists. You will balance team leadership with hands-on technical problem-solving, bridge cross-functional operations with Sales, QA, Product, and L2/L3 Engineering, and lead continuous service delivery improvements.

Responsibilities:

• Serve as the senior escalation point for severe technical issues; perform advanced root-cause analysis (RCA), manage major incident bridge calls, and oversee systemic issue resolution through customer handover.
• Monitor ticket queues across all intake channels (phone, email, chat, social media) to ensure strict adherence to SLAs, response metrics, and quality standards.
• Guide the team in reproducing and validating complex bugs, running SQL/database diagnostics, reviewing application code logic, and preparing high-quality diagnostic data for L3/Development engineering teams.
• Partner directly with Product, QA, and Development teams to validate hotfixes and drive product enhancement requests based on support trend analysis. Work closely with Sales to refine lead-qualification routing processes from support channels.
• Oversee key customer software implementations, system configurations, and high-stakes user escalations. Proactively monitor usage trends to optimize customer product value.
• Build and scale the technical knowledge base, maintain standard operating procedures (SOPs), and deliver advanced product training programs for both internal staff and external stakeholders.
• Lead, mentor, and coach the Application Support team, managing daily shift operations, workload distribution, performance reviews, and technical skill development.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field.
• 5+ years in technical support, Application Support (L1/L2/L3), or Systems Support, with at least 1–2 years in a team lead, supervisory, or senior technical escalation role.
• Strong hands-on querying experience using SQL for database troubleshooting.
• Conceptual reading/debugging ability in Python, Java, JavaScript, or Ruby.
• Working knowledge of cloud infrastructure (specifically AWS and Huawei Cloud), system hardware, networking, and operating systems.
• Experience utilizing scripting languages for process automation and routine maintenance tasks.
• Expert knowledge of ITIL-aligned incident management and ticketing systems (e.g., Jira Service Desk, Zendesk).
• Demonstrated ability to lead, motivate, and manage support teams under high-pressure scenarios.
• Exceptional crisis negotiation and conflict management skills between clients and internal teams.
• Strong written and verbal communication skills in English and Thai.
• Ability to thrive in a fast-paced environment, manage multiple priorities concurrently, and work independently with minimal supervision.