Senior Support Engineer: Incident & Problem Leader

SPECTRAFORCE; Alpharetta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

SPECTRAFORCE is seeking a Senior Level 2 Onsite Support Engineer in Alpharetta to lead investigations of complex issues and act as the top escalation point. You will drive RCA and PM activities, mentor peers, and partner with engineering and stakeholders to improve service quality in an enterprise environment.

The role requires 5-10+ years of experience and a strong background in ITSM platforms such as ServiceNow, with a focus on incident, problem, and change management, and supporting senior

Qualifications

• 5-10+ years of experience in Level 2 onsite support or similar.
• Experience supporting modern workplace technologies in an enterprise environment.
• Experience working with ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, and Change Management principles.
• Experience supporting senior stakeholders and business-critical users.
• Ability to balance technical depth with customer focus and business awareness.

Responsibilities

• Lead technical investigations for complex, recurring, and high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Proactively identify opportunities to improve service quality, efficiency, and user experience.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

Skills

Root Cause Analysis

Incident Management

Problem Management

Mentoring

Technical leadership

Stakeholder communication

Tools

ServiceNow ITSM

Job description

SPECTRAFORCE is seeking a Senior Level 2 Onsite Support Engineer in Alpharetta to lead investigations of complex issues and act as the top escalation point. You will drive RCA and PM activities, mentor peers, and partner with engineering and stakeholders to improve service quality in an enterprise environment.

The role requires 5-10+ years of experience and a strong background in ITSM platforms such as ServiceNow, with a focus on incident, problem, and change management, and supporting senior