Application Support Engineer -L3, (W-2 only)

  • Charlotte, NC
  • Posted 1 day ago | Updated 11 hours ago

Overview

Remote
Hybrid
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

dynatrace
monitoring

Job Details

I have this role with one of my direct clients, an industry leader in food and beverage space and a great company to work for. This is a fulltime- 6 months contract to hire role
Application Support Engineer - Level 3 Location- Charlotte NC - Preferred (hybrid) W-2 only
Job Summary
We are seeking an experienced Application Support Engineer (L3) to join our Run Support team. This role provides advanced technical expertise, incident resolution, and long-term application stability improvements. The L3 engineer acts as the final escalation point for critical issues, leads root cause analysis (RCA), and partners with Product and Development teams to ensure that defects (bugs) and feature requests (stories) are properly documented, prioritized, and delivered through Azure DevOps (ADO). As part of Scaling and Growth Initiative, the L3 Application Support Engineer plays a pivotal role in reducing technical debt, improving backlog quality, and strengthening collaboration between Run Support, Product, and Development teams.
Key Responsibilities Incident & Problem Management

  • Own resolution of high-severity and complex incidents escalated from L2.
  • Lead root cause analysis (RCA) and ensure corrective actions are implemented.
  • Ensure adherence to SLAs for incident resolution and problem closure.
  • Act as Subject Matter Expert (SME) for Tier 1 applications.

Bug & Story Management (Azure DevOps)

  • 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.

Continuous Improvement & Automation

  • Identify and implement automation opportunities for monitoring, triage, and resolution.
  • Contribute to the development of proactive health checks and preventive measures.
  • Support ongoing improvement of runbooks, SOPs, and knowledge base.

Release & Change Support

  • 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.

Leadership & Mentorship

  • Mentor L1 and L2 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.

Core Competencies

  • 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 collaboration with Dev, QA, Product, and cross-functional teams.
  • Ability to operate under pressure while maintaining stakeholder confidence

Professional Experience & Education Required:

  • 5+ years of experience in application support, production support, or software operations.
  • 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.


Sumeet Chhatwal
Sr Technical Recruiter
Lenmar Consulting, Inc.(a Kellton Company)
1440 Plaza Five, Suite 1440
Harbor side Financial Center
Jersey City, NJ 07311
Ph: Ext 4012,

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