## About the Role
Interra Health, Inc. is seeking a hands-on, operationally minded Lead Application Support Engineer / Lead Developer to own the health, reliability, and continuous improvement of mission-critical SaaS platforms. This senior engineering role combines production application support, software development, incident management, debugging, and technical leadership. The successful candidate will write production-quality code, lead complex technical investigations, develop hotfixes, identify systemic issues, and help establish effective support-driven engineering practices.
You will work across support, engineering, and operations to triage escalated incidents, analyze application behavior, improve platform stability, and reduce recurring production issues at their root. The role also emphasizes AI-assisted support operations, automation, technical debt remediation, and mentoring and managing a team of application support engineers.
## Key Responsibilities
### Incident Management & Technical Triage
Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements.
Perform deep technical triage across the full application stack.
Analyze logs, traces, database queries, and application behavior to identify root causes.
Develop and communicate workarounds to minimize customer impact while permanent fixes are in progress.
Establish engineering standards for support-owned code, including testing expectations, deployment safety, and rollback strategies.
Author and deploy targeted hotfixes with appropriate testing and change control.
Coordinate production releases on Microsoft Azure.
Maintain SLA compliance and accurate, timely ticket documentation throughout the incident lifecycle.
### Proactive Problem Management
Monitor production defect and incident patterns to identify recurring or systemic issues.
Build and maintain a problem registry.
Translate production patterns into actionable engineering proposals with clear business-impact framing.
Drive post-incident reviews (PIRs) and follow through on corrective action items.
Partner with Product and Engineering teams to advocate for platform stability improvements based on support data.
### AI-Augmented Support Operations
Champion AI and automation tools such as GitHub Copilot, AI-assisted log analysis, and LLM-based triage assistants.
Develop internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce mean time to resolution (MTTR).
Identify repetitive support workflows that can be automated.
Implement tooling improvements that make support operations more efficient.
### Technical Debt & Engineering Collaboration
Engage with the engineering backlog to identify, scope, and prioritize technical debt affecting platform stability and supportability.
Contribute to or lead remediation of targeted technical debt during engineering cycles.
Bridge operational insights from the support team with Engineering roadmap priorities.
### Team Leadership & Development
Lead, coach, and mentor a team of application support engineers.
Provide technical guidance and career development support.
Set team priorities and manage workload distribution.
Ensure appropriate on-call coverage.
Establish and refine ticket workflows, escalation paths, documentation standards, and quality benchmarks.
Define and track key performance indicators (KPIs).
Align the team around common goals and continuous improvement.
Conduct regular 1:1s and performance reviews.
Foster a culture of accountability, learning, and continuous improvement.
## Required Qualifications
10+ years of experience in application support, software engineering, or a combined production-focused engineering role.
At least 3 years of experience in a senior or lead capacity.
Strong hands-on proficiency with .NET / C# for reading, debugging, and writing production-quality code.
Solid understanding of React front-end applications, including diagnosing UI-layer issues and interpreting browser-side errors.
Deep experience with Microsoft SQL Server, including query analysis, execution plan review, and performance troubleshooting.
Demonstrated experience supporting applications hosted on Microsoft Azure, including technologies such as Azure App Services, Azure SQL, Application Insights, Log Analytics, and Azure DevOps.
Proven experience owning complex, high-stakes production incidents end-to-end.
Experience with structured problem management methodologies such as root cause analysis and 5 Whys.
Demonstrated ownership of production codebases and responsibility for fixing issues directly in code rather than routing work to another team.
## Preferred Qualifications
Experience building or deploying AI/LLM-assisted tooling for support operations, such as GitHub Copilot, Azure OpenAI, Claude Code, or custom diagnostic bots.
Familiarity with CI/CD pipelines and deployment automation, including Azure DevOps or GitHub Actions.
Exposure to observability and monitoring tools such as Application Insights, Datadog, Grafana, or similar platforms.
Experience working in business-critical SaaS environments where multi-tenancy, uptime commitments, and customer impact are important considerations.
Healthcare industry experience.
ITIL Foundation certification or equivalent experience in structured IT service management.
## Skills & Competencies
Application support and production engineering
Software development and debugging
.NET / C#
React application troubleshooting
Microsoft SQL Server and database performance troubleshooting
Microsoft Azure
Production incident management
Root cause analysis and problem management
Technical triage and troubleshooting
Production hotfix development and deployment
AI-assisted troubleshooting and automation
Technical debt management
CI/CD and deployment automation
Observability and monitoring
Customer-impact and SLA awareness
Technical leadership and mentoring
Team management and workload planning
Communication and cross-functional collaboration
Documentation and knowledge management
Process improvement
Adaptability and ability to manage shifting priorities
## Education & Experience
Education:
No specific education or degree requirement is stated in the source job description.
Experience:
10+ years in application support, software engineering, or a combined production-focused engineering role.
At least 3 years in a senior or lead capacity.
Experience with production incident ownership, application debugging, production codebases, Azure-hosted applications, SQL Server, .NET/C#, and React is required as specified above.
## Work Arrangement & Schedule
Fully remote
United States-based
Location: Salt Lake City, UT, US (Remote)
Remote-first work environment
Flexible work schedule
Approximately 10% periodic travel for team meetings and company events, as applicable
Requires cross-functional collaboration across Product, Sales, Customer Success, and Executive Leadership
Ability to manage multiple concurrent product launches and shifting priorities
Requires balancing synchronous collaboration with thoughtful asynchronous execution
## Compensation & Benefits
Compensation: Not specified in the provided job description
Remote work environment with a flexible work schedule designed to encourage work-life balance
Annual company offsite
Generous leave package, including flexible time off
13 paid holidays
Paid sick leave
Paid parental leave
Medical, dental, and vision insurance for employees and their families
Company-funded FSA & HSA, dependent on the selected medical plan
401(k) company match
One-time workspace reimbursement to support a remote workspace
## Compliance / Additional Information
Interra Health, Inc. is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion