Senior Application Support Specialist

Gravity IT Resources; Charlotte (NC); Hybrid; USD 120,000 - 130,000; Full time

Job summary

A technology staffing firm is seeking an experienced Application Support Engineer (L3/Lead) in Charlotte, NC. This role involves owning high-severity incidents, leading root cause analysis, and improving application stability. Ideal candidates have 5+ years of application/production support experience, strong incident management skills, and full-stack application knowledge. The position offers remote or hybrid flexibility and targets a conversion salary between $120K and $130K.

Qualifications

• 5+ years of experience in application support, production support, or software operations.
• Strong expertise in incident management, problem management, and root cause analysis.
• Hands-on experience with Azure DevOps or similar tools.

Responsibilities

• Own and resolve high-severity production incidents escalated from L2 support.
• Lead root cause analysis and implementation of corrective actions.
• Mentor L1 and L2 support engineers and promote best practices.

Skills

Incident management

Problem management

Root cause analysis

Application support

SQL / T-SQL

Azure DevOps

Full-stack application understanding

Communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

Azure DevOps

Jira

Monitoring tools (Splunk, Dynatrace)

Job description

Compensation: $120,000 – $130,000 upon conversion

Job Overview

We are seeking a highly skilled Application Support Engineer (L3/Lead) to join a dynamic Run Support team in a contract-to-hire capacity. This role serves as the highest level of technical escalation, responsible for resolving complex production issues, leading root cause analysis, and driving long‑term application stability. The ideal candidate brings a strong mix of hands‑on troubleshooting expertise, full‑stack application understanding, and the ability to collaborate cross‑functionally with Product and Development teams to improve backlog quality and delivery outcomes.

This position plays a critical role in bridging support and engineering by translating production incidents into actionable development work, improving system reliability, and reducing technical debt. The environment is fast‑paced and highly collaborative, requiring strong communication skills, ownership mindset, and the ability to influence without direct authority.

Key Responsibilities

• Own and resolve high‑severity and complex production incidents escalated from L2 support
• Lead root cause analysis (RCA) and ensure implementation of corrective and preventive actions
• Act as Subject Matter Expert (SME) for critical applications and system functionality
• Collaborate with Product Owners to document, prioritize, and manage bugs and user stories in Azure DevOps
• Translate recurring incidents into actionable backlog items with clear acceptance criteria and business value
• Partner with Development teams to validate bug fixes and ensure successful delivery through lower environments
• Monitor backlog health and ensure prioritization aligns with business impact
• Identify and implement automation opportunities to improve monitoring, triage, and resolution processes
• Contribute to development and optimization of runbooks, SOPs, and knowledge management practices
• Support release readiness, deployment activities, and post‑release validation
• Mentor L1 and L2 support engineers and promote best practices across incident and problem management
• Collaborate across Dev, QA, Product, and infrastructure teams to ensure seamless delivery and system stability

Required Qualifications

• 5+ years of experience in application support, production support, or software operations
• Strong expertise in incident management, problem management, and root cause analysis
• Hands‑on experience with Azure DevOps (ADO), Jira, or similar tools for backlog and ticket management
• Solid understanding of full‑stack applications, including front‑end, back‑end services, and databases
• Strong SQL / T‑SQL skills for querying and troubleshooting data‑related issues
• Experience with .NET and C# in a support or development capacity
• Familiarity with AWS services (e.g., S3, SQS, or containerized environments)
• Experience with monitoring tools such as Splunk, Dynatrace, or similar platforms
• Knowledge of ITIL practices (Incident, Problem, Change Management)
• Ability to work under pressure, manage competing priorities, and communicate effectively with stakeholders

Preferred Qualifications

• Experience in enterprise‑scale environments supporting complex application ecosystems
• Familiarity with Agile and DevOps practices, including sprint planning and backlog grooming
• Experience automating operational or support processes
• Background supporting financial or accounting systems
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Relevant certifications (ITIL, Splunk, Dynatrace, or similar)

Work Arrangement

• Remote or hybrid flexibility depending on location and team needs
• Contract‑to‑hire opportunity with conversion salary targeted between $120K–$130K

This is an excellent opportunity for a senior‑level support engineer who thrives in complex environments and is passionate about improving system reliability, driving continuous improvement, and influencing cross‑functional delivery.