Strategic Staffing Solutions is currently looking for a Support Engineer, for a W2 contract opportunity !
Support Engineer (Production Support and Observability)
Location: Charlotte, NC/Irving, TX
Work Schedule: Hybrid 3 days onsite / 2 days remote (8-hour onsite workday required)Duration: 12-month contract with strong potential for extension and full-time conversionStart Date: ASAPInterview Process: 30-minute Microsoft Teams interview
Required Qualifications
- Experience with Splunk (log analysis, querying, diagnostics)
- Experience with AppDynamics or similar APM tools
- Exposure to ThousandEyes or similar monitoring tools
- Ability to query and analyze data within observability tools
- Experience with ServiceNow for incident management
- Strong understanding of runbook-driven support models
- Ability to assess system signals and take appropriate action based on defined procedures
- Basic hands-on technical skills (e.g., Linux commands, server restarts, troubleshooting steps)
- Strong communication skills and ability to work across cross-functional teams
Job Description We are hiring a Support Engineer to join the Consumer Technology Client Line Team, supporting a large-scale portfolio of 900+ consumer-facing applications (915 total apps).
This role acts as a technical bridge between platform teams and development teams, ensuring production stability, observability, and rapid incident response across a complex, high-impact environment.
You ll operate in a Mission Control-style support model, where understanding system signals, business impact, and the right corrective actions is critical to minimizing disruption for customers.
What You ll Do
- Provide Level 2 production support across a large portfolio of consumer technology applications
- Support and monitor 900+ applications, ensuring stability and performance
- Use tools like Splunk, AppDynamics, and ThousandEyes to investigate issues and query system data
- Analyze alerts, logs, and signals to determine root cause and customer/business impact
- Act as a tech bridge between platform and development teams, ensuring proper coordination and escalation
- Partner closely with platform teams to resolve incidents requiring deeper technical intervention
- Support Mission Control operations, working with L1 monitoring teams and driving escalations
- Follow and execute runbook-driven procedures to diagnose and resolve production issues
- Understand system signals and determine:
- What the issue means
- What impact it has
- What corrective action is required
- Perform basic technical remediation steps such as:
- Rebooting servers
- Running Linux commands
- Executing predefined recovery steps
- Work with ServiceNow for incident management and Jira for tracking work and requirements
- Help gather and document issue details for platform partners to support faster resolution
- Assist in onboarding applications into observability platforms (alerts, dashboards, monitoring standards)
- Communicate clearly with stakeholders, translating technical issues into business impact
Preferred Qualifications
- Exposure to tools like Grafana and Prometheus
- Understanding of automation concepts in support environments
- Basic database knowledge (e.g., Oracle, SQL Server, MongoDB)
- Familiarity with cloud and distributed systems
- Experience supporting large-scale, high-volume application portfolios
Key Traits for Success
- Strong ownership and accountability in a high-visibility support role
- Ability to quickly interpret system signals and take decisive action
- Comfortable working in a runbook-driven organization
- Ability to connect technical behavior to business impact
- Thrives in a fast-paced, mission-critical environment
- Strong collaboration skills across platform, engineering, and business teams
Why This Role?
- Work on a massive, enterprise-scale application portfolio
- High visibility role with direct impact on customer experience
- Opportunity to grow into full-time employment
- Exposure to modern observability and monitoring tools.
Beware of scams. S3 never asks for money during its onboarding process
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