Lead Application Support Engineer

Who We Are: Interra Health is a fast-growing healthcare technology company transforming how providers and patients navigate the prescription journey. Formed through the merger of DoseSpot, Arrive Health, and pVerify, Interra Health delivers trusted eligibility, real-time coverage and pricing insights, prescribing tools, and pharmacy transparency at the point of care-helping providers make informed decisions and patients access the right medications with greater clarity and affordability. Backed by strong market momentum and a bold vision for the future of connected care, Interra Health offers the chance to join an innovative, mission-driven team working at the intersection of software and healthcare to reduce friction, improve access, and make the healthcare experience better for everyone. The Role: We are looking for a hands-on and operationally minded Lead Developer to own the health, reliability, and continuous improvement of our mission-critical SaaS platforms. This role is intentionally designed for a senior engineer who writes production ready code, leads complex debugging efforts, and sets technical direction for how support-driven engineering work is executed while simultaneously mentoring and managing a team of application support engineers. You will work at the intersection of support, engineering, and operations: triaging escalated incidents, developing hotfixes, identifying systemic failure patterns, and partnering with engineering to reduce recurring issues at their root. You bring a forward-looking mindset to a function that could otherwise be purely reactive - and you use modern AI-assisted tooling to make your team faster and smarter. Key Responsibilities: Incident Management & Technical Triage • Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements, performing deep-dive technical triage across the full application stack. • Analyze logs, traces, database queries, and application behavior to identify root causes rapidly and accurately. • Develop and communicate clear 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 strategy. • Author and deploy targeted hotfixes with appropriate testing and change control, coordinating production releases on Azure. • Maintain SLA compliance and ensure accurate, timely ticket documentation throughout the incident lifecycle. Proactive Problem Management: • Monitor production defect and incident patterns analysis to surface recurring or systemic issues before they escalate. • Build and maintain a problem registry; translate patterns into actionable engineering proposals with clear business impact framing. • Drive post-incident reviews (PIRs) and own the follow-through on corrective action items. • Partner with the product and engineering teams to advocate for platform stability improvements based on real-world support data. AI-Augmented Support Operations: • Champion the adoption of AI and automation tools (e.g., Copilot, AI-assisted log analysis, LLM-based triage assistants) to accelerate issue diagnosis and resolution. • Lead development of internal knowledge bases, runbooks, and automated diagnostic playbooks to reduce mean time to resolution (MTTR). • Identify opportunities to automate repetitive support workflows and implement tooling improvements. Technical Debt & Engineering Collaboration: • Actively engage with the engineering backlog to identify, scope, and prioritize tech debt items impacting platform stability and supportability. • Contribute to or lead the remediation of targeted tech debt items during allocated engineering cycles. • Act as a bridge between the support team's operational insights and the engineering team's roadmap priorities. Team Leadership & Development: • Lead, coach, and mentor a team of application support engineers, providing technical guidance and career development support. • Set team priorities, manage workload distribution, and ensure appropriate on-call coverage. • Establish and refine team processes - ticket workflows, escalation paths, documentation standards, and quality benchmarks. • Define and track key performance indicators and align the team around common goals and continual improvement. • Conduct regular 1:1s, performance reviews, and 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 - with at least 3 years in a senior or lead capacity. • Strong hands-on proficiency in .NET / C# for reading, debugging, and writing production-quality code. • Solid understanding of React front-end applications - ability to diagnose UI-layer issues and interpret browser-side errors. • Deep experien...