Application Support Lead

About this Position:

The City of Asheville is pleased to accept the applications of qualified candidates for the position of Application Support Lead in the Information Technology Department. The Application Support Lead provides specialized technical support for the municipality's software-as-a-service applications and application programming interfaces. Core responsibilities include serving as the primary support contact for enterprise permitting and licensing platforms, resolving complex integration issues, and troubleshooting failed data transactions.

The role actively diagnoses software defects, manages system authentication and authorization protocols, and rigorously tests new features prior to deployment. Additionally, this position acts as a crucial liaison between end users, third-party developers, and vendor engineering teams to ensure the reliable operation of supported systems and effectively translate technical concepts for diverse audiences.

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, and a logical assignment for this classification. Other duties may be required and assigned.

• Diagnoses reported software bugs to identify root causes and distinguish between user errors, configuration issues, and genuine software defects. Escalates confirmed defects to vendor support teams by providing clear, reproducible steps, log excerpts, and screenshots.

• Performs in a team lead capacity among other technical support team members. Offers guidance and counsel to peers and takes responsibility for more difficult or intractable tickets, tasks and projects.

• Serves as the primary application support contact for enterprise permitting and licensing platforms, resolving issues affecting permit intake, review, and workflow processes. Triages, prioritizes, and resolves application support tickets across web applications, mobile applications, and administrative consoles within established service-level agreements.

• Troubleshoots failed application programming interface (API) calls and integrations by examining HTTP status codes, request and response payloads, and headers using specialized diagnostic tools. Validates data payloads to identify malformed requests, schema mismatches, and data synchronization errors between integrated systems.

• Resolves authentication and authorization issues, including API key management, token errors, webhook delivery failures, and scope misconfigurations. Supports internal teams and third-party developers with integrations, webhook configurations, software development kit usage, and endpoint behavior inquiries.

• Acts as a primary technical liaison between municipal staff, external partners, and vendor engineering teams regarding API defects, planned deprecations, and version migrations. Communicates effectively with end users in non-technical terms while providing detailed technical information to developers and enterprise contacts.

• Tests new software features, patches, and configuration changes before and after release. Communicates known issues and workarounds to affected staff and supports users through resulting interface or workflow changes.

• Associate's degree in Information Technology, Computer Science, or a related field or an equivalent combination of education, certification, and experience

• Two (2) years of experience in application or technical support

• One (1) year of experience working with API-based integrations.

• One (1) year of experience working with SFTP integrations.

• CJIS (Criminal Justice Information) Certification or eligibility to attain within one month or hire.

Data Utilization: Ability to obtain, interpret, evaluate, audit, and apply quantitative or qualitative data using established criteria while exercising discretion in determining implications, identifying patterns, and selecting appropriate actions or alternatives.

Human Interaction: Ability to engage effectively with individuals or groups through communication, collaboration, persuasion, facilitation, and professional relationship-building to accomplish work objectives.

Equipment, Machinery, Tools, and Material Utilization: Ability to operate, apply, adapt, and evaluate tools, equipment, technology systems, or materials required to perform work functions safely and effectively.

Verbal Aptitude: Ability to understand, interpret, and communicate complex information using reference, descriptive, advisory, or policy-related materials.

Mathematical Aptitude: Ability to apply mathematical concepts and quantitative reasoning appropriate to job responsibilities.

Functional Reasoning: Ability to apply principles, policies, and professional knowledge to develop solutions and approaches using independent judgment.

Situational Reasoning: Ability to exercise judgment and adaptability when responding to evolving or subjective circumstances.

Critical Thinking: Ability to…