Job Description

Who We Are:

C Space is the leader of Online Communities - having defined and redefined Online Communities for 25 years. We create vibrant hubs of customer insights and put our clients on a first-name basis with their customers. Now part of the Escalent group of companies, along with Hall & Partners, this is a great time to join C Space due to an expanded offering and broadened client base to expand our reach.

The Lead, Application Support is a senior individual contributor responsible for supporting the stability, performance, and day-to-day operation of assigned application platforms. This role applies practical, hands-on knowledge to resolve complex or escalated support issues, maintain operational continuity, and partner effectively with Product and Technology teams to support incremental improvements.

The Lead operates independently with general supervision, serves as a reliable escalation point within the Application Support function, and partners with cross-functional teams to ensure incidents, defects, and customer-impacting issues are resolved efficiently and with appropriate communication. This role does not own application strategy, product direction, or enterprise-wide decisions.

The base salary range for this position is $70,000–$75,000 If this range is not the right fit, please consider our other openings.

Key Responsibilities:

Application Support & Issue Resolution

• Independently resolve complex (but not highly ambiguous or novel) application issues through structured troubleshooting and root-cause analysis.
• Serve as an escalation point for difficult support cases within the team, recommending solutions consistent with established practices and standards.
• Ensure incidents, service requests, and defects are accurately documented, tracked, and communicated through agreed support workflows.

Cross-Functional Collaboration

• Partner with Product Management, Engineering, and QA teams to communicate issue context, customer impact, and required follow-up.
• Participate in defect validation, release readiness conversations, and post-incident reviews as a subject matter contributor.
• Influence outcomes within the job area by clearly explaining facts, policies, technical constraints, and recommended actions.

Operational Improvement & Insights

• Analyze recurring issues and support trends to identify opportunities for incremental improvements in stability, documentation, or processes.
• Contribute to operational reporting by providing inputs on trends, risks, and customer impact based on hands-on support experience.
• Apply judgment to recommend practical enhancements while escalating broader systemic risks as appropriate.

Knowledge Sharing & Team Contribution

• Share best practices, lessons learned, and application knowledge with peers to strengthen overall team effectiveness.
• Support onboarding and knowledge transfer activities through documentation and peer coaching.
• Model strong operational discipline, customer focus, and adherence to established support standards.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field (or equivalent practical experience).
• Minimum 5 years of experience in application support, technical support, or a closely related role
• Demonstrated experience supporting SaaS or enterprise application environments.
• Strong problem-solving skills with the ability to address difficult but non-strategic, non-enterprise-wide issues independently.
• Ability to explain technical topics clearly to cross-functional partners and non-technical stakeholders.
• Comfortable working with general supervision while managing day-to-day priorities autonomously.

Compensation, Benefits, and Culture:

• Medical, Dental, and Vision Insurance - Large carriers on a national level (domestic partner coverage included)
• 401k with Company Match
• Flexible PTO - Feel no guilt in taking off a minimum of 3 weeks of “real” vacation time
• Paid Parental Leave - including adoption
• 12 Paid Company Holidays
• Hybrid/Virtual Work - We support a flexible, virtual-first environment with employees across most states. While we welcome remote candidates, we have a preference for those in the Boston area who can join us in the office from time to time. Occasional travel may be required.
• Base salary range for this role is $70,000 - $75,000 (determined by level of experience)

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status