Application Support Engineer

job summary:
A premier global logistics and supply chain innovator is seeking a dynamic Lead Application Support Engineer to spearhead the operational health and execution of our product support ecosystem. In this pivotal role, you will champion a culture of urgency, driving rapid incident resolution and fostering cross-functional excellence between engineering, DevOps, and product teams. This direct-hire opportunity offers a collaborative, high-velocity environment where your technical depth and leadership will directly impact customer success. We offer a comprehensive benefits package that includes premium medical, dental, and vision insurance coverage.

location: Peachtree City, Georgia
job type: Permanent
salary: $110,000 - 120,000 per year
work hours: 9am to 5pm
education: Bachelors

responsibilities:
Orchestrate the daily execution of product support operations, optimizing ticket workflows, prioritization strategies, and response times to eliminate stagnation.

Command the response for high-severity, customer-facing production incidents from initial intake through technical triage, root-cause analysis, and resolution.

Establish and enforce crystal-clear incident ownership boundaries, escalation paths, and operational handoffs across engineering and DevOps departments.

Serve as the primary leadership escalation point for critical client challenges, championing customer advocacy and ensuring transparent communication during service degradations.

Analyze support metrics-including response times, ticket aging, and severity trends-to systematically diagnose process bottlenecks and drive continuous service improvements.

Coach, mentor, and upscale a high-performing team of support specialists, instilling an organizational culture anchored in accountability, professional growth, and operational rigor.

Partner with product development teams to translate recurring technical defects into long-term roadmap improvements, enhancing core product stability.

Oversee on-call readiness schedules and step in actively when complex technical challenges require executive or high-level management intervention.

qualifications:
Must-Haves

Bachelor's degree in Computer Science, Information Systems, or a related technical discipline (equivalent professional experience will be fully considered).

5+ years of dedicated experience within technical product support or application triage environments.

2+ years of direct people management, team lead, or formal supervisory experience over technical staff.

Proven domain expertise within the supply chain and logistics sector.

Deep technical proficiency in system-level troubleshooting for web services, microservices, and APIs (REST/SOAP).

Hands-on proficiency with Postman for API testing and technical troubleshooting.

Strong foundations in debugging enterprise applications built on Java, .NET, SQL, XML, and JSON.

Proximity to the greater Peachtree City region with the ability to meet localized on-site/hybrid schedule mandates.

Nice-to-Haves

Experience collaborating tightly with DevOps teams within modern CI/CD deployment pipelines.

Familiarity with advanced CRM platforms and enterprise incident tracking infrastructure.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.