Overview
Skills
Job Details
W2 Contract with Potential to Convert or Extend
Charlotte, NC - hybrid
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).
This person will play 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.
- 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.
- Contribute to the development of proactive health checks and preventive measures.
- 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 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.
- 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
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.
- 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.
Our benefits package includes:
- Comprehensive medical benefits
- Competitive pay
- 401(k) retirement plan
- ...and much more!
About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.
INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.