Lead Application Support Engineer

We need a candidate with strong AWS cloud experience who is prepared to lead a team of three support engineers. The person will investigate issues using AWS CloudWatch Logs, MongoDB, and DynamoDB; create runbooks based on investigation findings; reprocess data through Azure DevOps pipelines; and collaborate closely with the development team. They will also track SLA compliance, support teammates with complex tasks, and be willing to learn the project-specific business logic. We are looking for someone committed to staying with the team long term. We are seeking a dedicated Application Support Engineer and Team Lead to take ownership of the Data Platform. In this Level 3 support role, the successful candidate will be responsible for maintaining the health and optimal performance of the platform’s core components. They will serve as a key technical resource, collaborating with the Product Owner and development teams to investigate and resolve complex issues while ensuring the reliability and quality of our travel data services. The candidate will also lead a team of three people, monitor and track SLAs, coordinate support activities, and provide hands-on assistance when teammates encounter complicated technical issues. A willingness to develop a thorough understanding of the platform’s project-specific and business logic is essential. Working hours: United States time zone - 9:00 AM - 5:00 PM (Atlanta) Responsibilities Advanced Troubleshooting (L3 Support): Serve as the primary escalation point for investigating and resolving complex issues related to business logic, data quality, configuration, and software defects within the Travel Data Platform Proactive Monitoring & Maintenance: Continuously monitor the performance, reliability, and health of applications and services hosted in our AWS environment, utilizing tools like CloudWatch to ensure optimal operation Incident & Request Management: Manage, prioritize, and resolve incidents and service requests in a timely manner, maintaining clear communication with the Product Owner and development teams Technical Collaboration: Partner with development and infrastructure teams to perform root cause analysis and implement lasting solutions for application issues Documentation: Create and maintain essential technical documentation, including runbooks, architectural diagrams, and support guides to streamline processes Requirements Proven experience working autonomously and communicating directly with clients and stakeholders Strong, hands-on knowledge of the AWS ecosystem for advanced troubleshooting, including S3, DynamoDB, API Gateway, Lambda, Elasticsearch, SQS, Kinesis, CloudWatch, and AWS Config Solid experience with REST APIs, NoSQL databases (such as MongoDB and DynamoDB), and relational databases (Postgres) Proficiency with logging and monitoring tools Ability to interpret technical and data flow diagrams to understand application architecture Good understanding of the Software Development Life Cycle (SDLC) and a commitment to process improvement Nice to have Previous experience in a production support role Experience or familiarity with the travel industry domain Basic coding analysis skills, particularly with .NET Experience with Azure DevOps pipelines A strong passion for automation and an "automate everything" mindset