Application Support Engineer Team Lead

Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you.

In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.

Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.

Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.

From business to personal loans to relationships with community banks, the country’s top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.

Who You Are

You are a motivated Application Support professional who is passionate about building high-performing support teams and delivering a positive customer experience. You excel at leading teams, troubleshooting complex issues, and managing escalations, and have experience overseeing day-to-day support operations while ensuring incidents are communicated and resolved effectively. You are a proactive, collaborative, and solutions-driven leader, and thrive in a fast-paced environment where you can balance team workloads, identify emerging issues, and partner with Engineering and Product leaders to drive timely resolutions.

What You'll Do

• Lead the day-to-day operations of the Application Support team, providing technical guidance, mentorship, and support while helping team members grow their skills and knowledge.

• Maintain, support, and improve internal and third-party enterprise applications while ensuring reliable integrations and data flow between systems.

• Monitor application support queues, ticket volume, and trends to identify emerging issues, balance workloads, and maintain strong team performance.

• Troubleshoot and resolve complex technical issues and system errors, serving as an escalation point for difficult or sensitive application issues.

• Partner with Engineering, Product, and other cross-functional teams to communicate incidents, workarounds, resolutions, and timelines while driving a positive customer experience.

• Serve as a subject matter expert for enterprise applications, including Jira Software, Jira Service Management, Confluence, and other business-critical platforms.

• Develop and maintain technical documentation, standard operating procedures, system configurations, and support processes, while identifying opportunities to train team members and stakeholders.

• Drive IT support best practices, including incident escalation, change control compliance, application availability, capacity planning, and continuous process improvement.

• Lead and support cross-functional projects, coordinating resources, timelines, deliverables, risks, and project status to ensure key milestones are met.

• Collaborate with third-party vendors and internal stakeholders to troubleshoot issues, evaluate tools, implement improvements, and support upgrades and integrations.

• Other duties as assigned.

What You'll Need

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.

• 6+ years of experience supporting and/or managing third-party enterprise server and cloud application platforms, such as Salesforce, Aha!, Jira Software, Jira Service Management, Confluence, Azure DevOps, and GitHub.

• 3+ years of experience managing, developing, and leading professional Application Support team members.

• 1+ years of experience interacting with senior leadership at the Director level or above.

• 5+ years of experience working with modern development tools and technologies, including Microsoft .NET/C#, Azure Cloud, PHP, full-stack architecture, AWS, or Google Cloud.

• 5+ years of experience working with SDLC methodologies, including Waterfall, Scrum, and Kanban, along with standard Agile tools.

• 4+ years of advanced SQL and/or SOQL experience, including complex joins, stored procedures, and other…