Application Support Engineer – L2
Location: Charlotte, NC preferred but open to remote
Duration: 6-month contract-to-hire
Pay: $40+/hour W2 

JOB DESCRIPTION  
Our global Fortune 500 client, with U.S. headquarters in Charlotte, NC, is a world class food service provider with a strong presence across the nation. Celebrating almost 30 years in North America, this employee-focused company has received honors for diversity and inclusion, innovation, health and wellness, and company culture. CRG has successfully placed over 220 employees within the last 7 years within this organization, known for its continuous growth opportunities, fantastic benefits package, innovative technology, flexible work environment, and collaborative culture.

We are seeking an experienced Application Support Engineer (L2) to join our client's Run Support team. This role is focused on providing advanced incident resolution, conducting root cause analysis (RCA), and driving continuous improvement across a suite of business-critical applications. The L2 Engineer acts as the escalation point for L1 support and collaborates closely with teams across Development, QA, Product, and DevOps/SRE to address recurring issues, enhance monitoring capabilities, and identify opportunities for automation.
As part of a broader scaling and growth initiative, this role is essential in strengthening application resilience and ensuring the long-term stability of operations.

RESPONSIBILITIES 

• Own escalated incidents from L1 and lead resolution efforts.
• Perform deep-dive troubleshooting and root cause analysis (RCA) on recurring or complex issues.
• Collaborate with DevOps/SRE to improve monitoring dashboards (AlertBot, Dynatrace, Splunk, Zabbix) and proactively detect problems.
• Manage incident lifecycle and ensure SLA compliance within the Helix ticketing system.
• Develop and maintain technical documentation, runbooks, and SOPs.
• Participate in release readiness, deployments, and post-release validations.
• Contribute to process automation and scripting efforts (Python, PowerShell, Bash).
• Mentor L1 engineers by sharing knowledge, best practices, and technical guidance.
• Provide incident metrics and reporting to leadership, including MTTR and SLA performance.

• 3–5 years of experience in application support, production support, or IT operations.
• Bachelor’s degree in computer science, Information Technology, or related field OR equivalent professional experience.
• Proficiency in enterprise ticketing systems (Helix preferred).
• Expertise with monitoring tools (AlertBot, Dynatrace, Splunk, Zabbix).
• Knowledge of ITIL processes (Incident, Problem, Change Management).

• Advanced certifications such as ITIL Intermediate, Splunk Power User, Dynatrace Associate, or CompTIA Network+.
• Experience with scripting/automation (Python, PowerShell, Bash) is highly desirable.