Lead Application Support Engineer - INTL - LATAM

Lead App Support Engineer

Insight Global is seeking a Lead App Support Engineer to support a large health insurance client of ours. The Application Support Engineer plays a critical role in ensuring the stability, availability, and performance of core enterprise applications. The engineer will lead incident response efforts, perform proactive monitoring, troubleshoot complex issues, and implement break fix solutions to restore service quickly and prevent recurrence. This role also partners closely with development, QA, and infrastructure teams to drive continuous improvement and maintain operational excellence. Strong analytical skills, technical depth, and clear communication are essential to success.

Key Responsibilities:

• Incident Management & On Call: Lead rapid incident response, drive MTTA/MTTR improvements, and coordinate multi team engagements
• Monitoring, Observability & Reliability: Maintain and enhance dashboards, alerts, and performance indicators
• Troubleshooting & Problem Management: Conduct deep dive analysis, identify root causes, and drive corrective actions
• Break Fix Implementation: Diagnose issues, develop and deploy break fix solutions, validate changes, and ensure stable production operation
• Change & Release Support: Collaborate with development and infrastructure teams for deployments, validations, and post release monitoring
• Communication & Reporting: Provide status updates, incident summaries, and performance reporting to leadership and stakeholders
• Governance & Best Practices: Adhere to operational standards, documentation requirements, and continuous improvement frameworks

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

Skills and Requirements:

• 5+ years in Production Support, SRE, or Application Operations
• Strong debugging skills with Node.js and React/Angular
• Experience with MongoDB and SQL Server
• Familiarity with APM, logging, and monitoring tools
• Strong communication skills and ability to lead incident resolution
• Experience supporting enterprise level sales platforms
• Experience with Ionic mobile or hybrid applications
• Knowledge of ServiceNow IMT & RCA workflows
• Familiarity with CI/CD processes and pipelines