Application Support Developer

As an experienced professional specializing in Appian and BPM, you will lead and guide a dedicated team of application support developers, product support engineers, and analysts. Your role will involve providing strategic direction, valuable assistance, and ongoing mentorship to ensure the team's success. Your primary responsibility will revolve around the efficient management of day-to-day product support operations, with a keen focus on driving positive outcomes for our global client base. Collaboration with peers and product teams will be essential in delivering a seamless and top-notch customer experience. You will play a pivotal role in overseeing product support engineers, empowering them to uphold a superior level of client satisfaction. Timely resolution of incidents and service requests, in alignment with predefined service level agreements (SLAs), will be a key aspect of your responsibilities. Any issues requiring escalation should be handled with urgency and efficiency. A profound comprehension of the product, encompassing its various features and configuration options, is crucial for providing comprehensive guidance to support engineers. You will be the go-to person for incident escalations, ensuring that the right resources are allocated promptly for effective issue resolution. Your expertise will be instrumental in revolutionizing the approach to product support by introducing best practices and industry-standard processes for support management. Establishing a knowledge management database will be part of your strategy to enhance employee self-service capabilities for incident resolution and knowledge sharing across support teams. Lastly, you will be tasked with developing and steering the roadmap for the IT Application Support Team, ensuring alignment with organizational objectives and fostering continuous improvement within the team. Your leadership and technical acumen will be pivotal in driving the team towards operational excellence and unparalleled support services.,