Application Support Lead

Job Title: Application Support Lead

Location: Kochi, India (Onsite)

Permanent - Full Time

About Us

Cyncly is a global technology powerhouse with 2,800+ employees and 70,000+ customers across 100+ countries and 46+ offices. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly offers over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

Build Your Career with Cyncly in Kochi

Kochi is Cyncly's newest hub, opening doors to exciting career opportunities across diverse functions. Here, you'll collaborate with global experts, engage in innovative projects, and grow in a culture that values innovation, flexibility, and continuous learning. With access to top mentors, excellent learning resources, and a flexible and autonomous working environment, you'll have everything you need to thrive.

About the Role

The Application Support Lead is responsible for technical leadership and mentoring the team of Application Support Engineers dedicated to supporting Cyncly's internal business applications. This role is critical in ensuring the high availability and optimal performance of key platforms, including SharePoint, the FreshService ITSM tool, and any application under Internal IT Scope.

The Lead is accountable for adherence to Service Level Agreements (SLAs), driving process maturity, and ensuring the team delivers exceptional, timely support, problem resolution, and excellent customer service. This is a hands-on leadership role that requires strong technical acumen in application troubleshooting and deep commitment to support excellence.

Key Position Responsibilities Include:

Technical Leadership and Service Delivery

• Lead, and mentor the Application Support Team, self-learning to the new technologies including AI etc.
• SLA Accountability: Take accountability of the team's performance, ensuring all support tickets, incidents, and service requests are responded to and resolved within agreed-upon SLAs.
• Drive a high level of service by ensuring the team provides clear communication, excellent customer service, and rigorous follow-up until case completion.

Technical Support and Problem Management

• Serve as the final escalation point for complex application issues, high-impact incidents, and recurring problems.
• Lead and perform advanced analysis, problem solving, and troubleshooting of issues affecting applications supported by the team (e.g., SharePoint, FreshService, any .NET applications).
• Oversee the Problem Management process for the application portfolio, including Root Cause Analysis (RCA), workaround identification, and coordinating the implementation of permanent fixes with development or infrastructure teams.
• Utilize technical knowledge (e.g., SQL Server, C# .NET) to assist in debugging and understanding the logic flow of programming to accelerate resolution.
• Manage and prioritize the queue of support requests, minor enhancements, and incident tickets within the FreshService system.

Documentation and Process Maturity

• Responsible for creating, maintaining, and reviewing comprehensive support documentation, knowledge base articles, and procedural guides for the internal application portfolio.
• Develop, update, and enforce support policies, procedures, and standards to align with ITIL best practices.
• Coordinate with internal IT teams and external stakeholders (e.g., vendors, development teams) to ensure seamless end-to-end resolution of customer issues and timely support for system enhancements.

Required Experience and Qualifications:

• Minimum of 6-8 years of total experience in Application Support, with 3-4 years in a Team Lead or Managerial role specifically overseeing application support resources.
• Proven Leadership Skills with the ability to drive results, delegate effectively, and motivate a team.
• Expertise in troubleshooting and supporting enterprise business applications.
• Strong capabilities in Problem Determination, Workaround Resolution, and RCA.
• Hands-on knowledge and proficiency in SQL Server and C# .NET.
• Experience in debugging and supporting .NET web applications.
• Familiarity with supporting core internal platforms, specifically SharePoint and FreshService.
• Ability to understand the logic flow of programming through reading C#, SQL, or XSLT content.

Desired Skills:

• Knowledge in VB and debugging VB applications.
• Familiarity with modern cloud platforms, specifically Basic Knowledge in Azure Cloud platform.

Core Competency Requirements:

• Communication: Excellent communication skills, both written and verbal, for effective internal and external collaboration.
• Problem Solving: Logical, analytical approach to complex problem-solving with an eye for detail.
• Planning & Flexibility: Good planning, organizing, and time management skills.
• Flexibility and ability to adapt to work schedules as required (e.g., EST hours).
• Must be a quick learner and a strong, positive team player.

Working for us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - Come join us.