Lead Support Engineer
Charlotte, NC or Remote EST
$65-$70/hour
6 Month Contract to Hire

Are you ready to take on high-impact technical challenges and be the go-to expert for critical applications? We’re looking for an experienced Lead Support Engineer to strengthen our Run Support team and help us scale for the future.

RESPONSIBILITIES

• Own resolution of high-severity and complex incidents escalated from L2.
• Ensure adherence to SLAs for incident resolution and problem closure.
• Act as Subject Matter Expert (SME) for Tier 1 applications.

• Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in ADO.
• Ensure clear acceptance criteria and proper linkage between incidents, bugs, and backlog items.
• Partner with Development teams to validate bug fixes and story completions in lower environments.
• Track recurring incidents and translate them into actionable backlog items in ADO.
• Provide visibility into backlog health, ensuring business-critical items are prioritized.

• Identify and implement automation opportunities for monitoring, triage, and resolution.
• Support ongoing improvement of runbooks, SOPs, and knowledge base.

• Participate in release readiness activities, deployments, and post-release validations.
• Validate bug fixes and story releases in lower environments before production rollout.
• Support release pipelines by ensuring successful delivery of backlog items through ADO.

• Mentor junior support engineers to improve technical depth and incident handling.
• Share best practices for incident-to-bug/story conversion in ADO.
• Advocate for customer and business impact during sprint planning and prioritization.

QUALIFICATIONS

• 5+ years of experience in application support, production support, or software operations.
• Expert problem solver with ability to navigate complex technical environments.
• Strong technical troubleshooting and RCA expertise.
• Proficiency in Azure DevOps (ADO) for backlog and release management.
• Ability to translate incidents into actionable bugs/stories with clear business value.
• Knowledge of ITIL practices (Incident, Problem, Change).
• Strong hands-on experience with ticketing systems (Helix) and backlog management tools (e.g., Jira, Azure DevOps).
• Expertise in monitoring platforms (Splunk, Dynatrace, Zabbix, AlertBot).
• Experience leading root cause analysis and managing complex production incidents.

PREFERRED

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Certifications such as ITIL Intermediate/Expert, Splunk Power User, Dynatrace Associate, or Certified Problem Manager.
• Familiarity with Agile and DevOps practices, including backlog grooming and sprint planning.
• Experience in enterprise-scale environments with complex application landscapes.