Senior Application Support Engineer

The Planet Group; Coppell (TX); On-site; USD 69,000 - 76,000; Full time

Job summary

The Planet Group is seeking a Senior Technical Support Engineer in the Coppell/Chicago area for a W2 contract with potential conversion. You will lead root cause investigations, analyze complex systems, and partner with Product and Engineering teams to improve reliability.

Requirements include 5+ years in technical or application support, strong SQL skills, OO programming experience (Java/C#/NET/Python), and excellent communication.

Qualifications

• 5+ years in Technical Support, Application Support, Software QA or related roles.
• Strong problem-solving and root-cause analysis.
• Proficient in SQL and relational databases.
• Hands-on object-oriented coding experience (Java, C#, .NET, Python, or similar).
• Understanding of application architecture, APIs, integrations, and data flows.
• Familiar with ITSM, incident management, and change management processes.
• Advanced Excel skills for data analysis and reporting.
• Excellent communication and stakeholder management abilities.
• Bachelor's degree in CS, IS, or equivalent experience.

Responsibilities

• Lead root cause analyses for complex application and system issues.
• Investigate, validate, and document software defects before escalation to Engineering.
• Troubleshoot application behavior using SQL, logs, debugging tools, and code analysis.
• Serve as a technical SME and escalation point for critical customer-facing systems.
• Collaborate with Product and Development teams to prioritize defect resolution.
• Mentor support team members on troubleshooting techniques and best practices.
• Drive improvements to support processes, knowledge management, and operational workflows.
• Communicate technical findings and resolution progress to both technical and non-technical stakeholders.

Skills

SQL

Relational databases

OO programming

Incident management

ITSM tools

Communication

Stakeholder management

Education

Bachelor's degree in Computer Science or Information Systems

Job description

Location: Open to Coppell, TX location or Chicago, IL location

Employment Type: W2 Contract with Potential for Conversion / Listed as Contract to Hire

Compensation: $50-$55/hour W2 Contract (No sponsorship or C2C options available at this time)

About the Role

We are seeking Senior Technical Support Engineers who thrives on solving complex technical problems and uncovering root causes across business-critical applications and systems. This role is ideal for someone with a strong technical foundation in application support, software development, databases, and infrastructure who enjoys diving deep into issues and partnering across teams to drive resolution.

As a senior escalation resource, you will lead investigations into high-impact incidents, analyze application behavior and data, and work closely with Product and Engineering teams to improve system reliability and operational excellence.

What You'll Do

• Lead root cause analysis efforts for complex application and system issues.
• Investigate, validate, and document software defects before escalation to Engineering.
• Troubleshoot application behavior using SQL, logs, debugging tools, and code analysis.
• Serve as a technical SME and escalation point for critical customer-facing systems.
• Collaborate with Product and Development teams to prioritize defect resolution.
• Mentor support team members on troubleshooting techniques and best practices.
• Drive improvements to support processes, knowledge management, and operational workflows.
• Communicate technical findings and resolution progress to both technical and non-technical stakeholders.

What We're Looking For

• 5+ years of experience in Technical Support, Application Support, Software Engineering, QA, or a related role.
• Strong problem-solving skills with a passion for troubleshooting and root cause analysis.
• Strong proficiency with SQL and relational databases.
• Hands-on object-oriented coding experience (Java, C#, .NET, Python, or similar)
• Understanding of application architecture, APIs, integrations, and data flows.
• Familiarity with infrastructure concepts and enterprise application environments.
• Experience with ITSM tools, incident management, and change management processes.
• Advanced Excel skills for data analysis and reporting.
• Excellent communication and stakeholder management abilities.
• Bachelor's degree in Computer Science, Information Systems, or equivalent experience preferred.

Preferred Background

• Technical Support Engineering
• Software Engineering
• Technical QA / Software Testing
• Site Reliability Engineering (SRE)

This position is best suited for a technically curious professional who enjoys digging into applications, databases, and code to identify root causes and drive lasting solutions.