Senior Application Support & Root-Cause 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

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.