What Working at Hexaware offers:
Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance. With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles. At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together. We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.
What would you do?
Job Description:
Position: Application Support Lead
Location: Washington DC (onsite)
Fulltime
Overview
We are seeking a highly analytical and technically minded Application Support Lead to lead a team of Support Engineers responsible for supporting a business-critical software platform. This role requires a hands-on leader who can investigate complex issues, drive root cause analysis, mentor support engineers, and work closely with Development, Product, QA, and customer teams to ensure high-quality service delivery.
The ideal candidate is naturally curious, comfortable working with data and databases, capable of understanding application architecture and code behavior, and passionate about leveraging new technologies, including AI, to improve support processes and operational efficiency.
This is a leadership position requiring strong technical troubleshooting skills combined with excellent communication and stakeholder management abilities.
Required Experience & Skills
Mandatory Requirements
- Minimum 8+ years of experience in Application Support, Production Support, Technical Support, or Support Analysis roles.
- Experience leading, mentoring, or managing support teams.
- Exceptional analytical and problem-solving skills.
- Strong database knowledge and ability to write and troubleshoot SQL queries.
- Experience investigating complex application issues and performing root cause analysis.
- Excellent written and verbal communication skills.
- Experience defining and tracking operational metrics to improve support effectiveness and efficiency, as well as building support processes, KPIs, operational dashboards, and reporting.
- Experience collaborating with Development, QA, Product Management, and Customer-facing teams.
- Strong understanding of incident, problem, and service management practices, including the creation, maintenance, and continuous improvement of knowledge articles, troubleshooting documentation, and support processes.
- Ability to read and understand application code, logs, and technical documentation without being a software developer.
Preferred/Non-Mandatory Qualifications
- Experience using Excel for analysis and troubleshooting.
- Familiarity with finance concepts and financial models.
- Experience supporting enterprise SaaS, fintech, or business-critical applications.
- Exposure to monitoring, observability, and application performance management tools.
- Experience evaluating or utilizing AI tools and technologies to improve support operations and team productivity.
- Passion for learning new technologies and driving innovation within support teams.
Equal Opportunities Employer:
Hexaware Technologies is an equal opportunity employer. We are dedicated to providing a work environment free from discrimination and harassment. All employment decisions at Hexaware are based on business needs, job requirements, and individual qualifications. We do not discriminate based on race including colour, nationality, ethnic or national origin, religion or belief, sex, age, disability, marital status, sexual orientation, parental status, gender reassignment, or any other status protected by law. We encourage candidates of all backgrounds to apply.
Find out more at Hexaware.com.
Skills Required
- Minimum 8+ years in Application Support, Production Support, Technical Support, or Support Analysis roles
- Experience leading, mentoring, or managing support teams
- Exceptional analytical and problem-solving skills
- Strong database knowledge and ability to write and troubleshoot SQL queries
- Experience investigating complex application issues and performing root cause analysis
- Excellent written and verbal communication skills
- Experience defining and tracking operational metrics, building support processes, KPIs, dashboards, and reporting
- Experience collaborating with Development, QA, Product Management, and Customer-facing teams
- Strong understanding of incident, problem, and service management practices and documentation/knowledge article maintenance
- Ability to read and understand application code, logs, and technical documentation
- Experience using Excel for analysis and troubleshooting
- Familiarity with finance concepts and financial models
- Experience supporting enterprise SaaS, fintech, or business-critical applications
- Exposure to monitoring, observability, and application performance management tools
- Experience evaluating or utilizing AI tools and technologies to improve support operations
- Passion for learning new technologies and driving innovation within support teams
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
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