The role

We are looking for a Head of Application Support Engineering to lead our support function and ensure seamless operations across our technical stack. This role is ideal for a hands-on leader with a strong technical background, an analytical mindset, and a passion for troubleshooting and process improvement. You will oversee a highly skilled team responsible for maintaining, monitoring, and optimizing our applications and infrastructure. As a key member of our team, you will drive incident response, improve operational processes, and provide leadership in high-stress situations.

You will be responsible for leading all aspects of the operational infrastructure and delivery of Frankie’s SaaS customer-facing systems. You’ll be responsible for ensuring that our distributed systems in production are running at scale, supporting and supervising our rapidly growing platform. You'll utilize metrics to plan, implement, automate, and continually improve processes that lead to an improvement in overall MTTR. Our managed financial systems aggregation platform offers up services as RESTful APIs, embeddable web components and a user portal, so you’ll need to be able to work with integration engineers and business users alike.

If you thrive in a dynamic environment, enjoy problem-solving, and have a take-charge personality, we want to hear from you!

Your ticket to success

Technical Leadership & Problem-Solving

• Lead the Application Support function, ensuring issues are identified, investigated, and resolved efficiently.
• Troubleshoot complex technical problems, analyzing processes, logs, and code to uncover root causes.
• Work with customers to help identify, capture, and resolve issues from detection to resolution.
• Work with the engineering team to identify and address common problems for both customers and internal teams—your insights will directly shape the product and roadmap.
• Work with client developers to help them integrate into our platform and provide feedback on the best use of our services.
• Work as part of the implementation team to onboard new customers and ensure correct setup.

Incident Management & Resolution

• Supervise and coordinate customer incidents, ensuring smooth tracking from detection to resolution.
• Manage major incidents and critical issues, contributing to post-incident reviews and ensuring follow-through with action plans.
• Provide incident leadership, ensuring the right expertise is engaged at the right time.
• Work with your peers across the organization to handle customer-critical issues, incidents, and dependent release activities.
• Act as a liaison between Operations, Customer, Product, Development, and leadership for new processes, tools, and knowledge transfers.

Configuration & System Administration

• Maintain and improve configuration management practices to ensure consistency and stability in application deployments.
• Work within Linux environments, utilizing command-line tools to manage and troubleshoot systems effectively.
• Leverage logging and monitoring tools like AWS CloudWatch, Datadog, or similar to diagnose and resolve system issues.

API & Database Troubleshooting

• Utilize Postman, SOAPUI, or similar tools to test and debug APIs.
• Query SQL and NoSQL databases to analyze data and identify patterns in incidents.
• Develop scripts to automate common troubleshooting tasks.

Automation, Efficiency & Best Practices

• Drive automation and software-defined approaches to reliability, availability, and change management.
• Work closely with Operations teams to drive efficiencies, including developing internal tools, runbooks, and advising on best practices.
• Enhance and create playbooks for current and future colleagues to streamline issue resolution.
• Represent the TechOps team in meetings regarding process changes and make recommendations for new procedures.

Team Coordination & Leadership

• Coordinate TechOps engineers and ensure tasks are performed effectively during each shift.
• Mentor and coach new team members, helping them develop technical and operational expertise.

You Have

• 2-4 years in a leadership position with hands-on experience managing a technical support or operations team.
  
• Strong background in Systems Administration or Technical Operations.
  
• Deep understanding of configuration management and best practices.
  
• Expertise in Linux environments, with proficiency in command-line tools.
  
• Experience with logging and monitoring tools like AWS CloudWatch, Datadog, ELK stack, or similar.
  
• Hands-on experience working with APIs and testing tools like Postman or SOAPUI.
  
• Ability to query databases (SQL & NoSQL) to investigate issues.
  
• Scripting knowledge (e.g., Bash, Python) to automate investigative processes.
  
• Strong interpersonal and communication skills, with a collaborative mindset.
  
• A calm and collected demeanor under pressure, with the ability to lead through high-stakes incidents.
  
• A results-driven approach, with a take-charge attitude to ensure issues are resolved effectively.