Support Engineer; Observability & Production Support

Strategic Staffing Solutions is currently looking for a Support Engineer, for a W2 contract opportunity!

Support Engineer (Production Support and Observability)

Location: Charlotte, NC/Irving, TX

Work Schedule: Hybrid – 3 days onsite / 2 days remote (8-hour onsite workday required)

Duration: 12-month contract with strong potential for extension and full-time conversion

Start Date: ASAP

Interview Process: 30-minute Microsoft Teams interview

• Experience with Splunk (log analysis, querying, diagnostics)
• Experience with App Dynamics or similar APM tools
• Exposure to Thousand Eyes or similar monitoring tools
• Ability to query and analyze data within observability tools
• Experience with Service Now for incident management
• Strong understanding of runbook-driven support models
• Ability to assess system signals and take appropriate action based on defined procedures
• Basic hands‑on technical skills (e.g., Linux commands, server restarts, troubleshooting steps)
• Strong communication skills and ability to work across cross‑functional teams

We are hiring a Support Engineer to join the Consumer Technology Client Line Team, supporting a large‑scale portfolio of 900+ consumer‑facing applications (915 total apps).

This role acts as a technical bridge between platform teams and development teams, ensuring production stability, observability, and rapid incident response across a complex, high‑impact environment.

You’ll operate in a Mission Control‑style support model, where understanding system signals, business impact, and the right corrective actions is critical to minimizing disruption for customers.

• Provide Level 2 production support across a large portfolio of consumer technology applications
• Support and monitor 900+ applications, ensuring stability and performance
• Use tools like Splunk, App Dynamics, and Thousand Eyes to investigate issues and query system data
• Analyze alerts, logs, and signals to determine root cause and customer/business impact
• Act as a tech bridge between platform and development teams, ensuring proper coordination and escalation
• Partner closely with platform teams to resolve incidents requiring deeper technical intervention
• Support Mission Control operations, working with L1 monitoring teams and driving escalations
• Follow and execute runbook‑driven procedures to diagnose and resolve production issues
• Understand system signals and determine:
  • What the issue means
  • What impact it has
  • What corrective action is required
• Perform basic technical remediation steps such as:
  • Rebooting servers
  • Running Linux commands
  • Executing predefined recovery steps
• Work with Service Now for incident management and Jira for tracking work and requirements
• Help gather and document issue details for platform partners to support faster resolution
• Assist in onboarding applications into observability platforms (alerts, dashboards, monitoring standards)
• Communicate clearly with stakeholders, translating technical issues into business impact

• Exposure to tools like Grafana and Prometheus
• Understanding of automation concepts in support environments
• Basic database knowledge (e.g., Oracle, SQL Server, Mongo
  
  DB)
• Familiarity with cloud and distributed systems
• Experience supporting large‑scale, high‑volume application portfolios

• Strong ownership and accountability in a high‑visibility support role
• Ability to quickly interpret system signals and take decisive action
• Comfortable working in a runbook‑driven organization
• Ability to connect technical behavior to business impact
• Thrives in a fast‑paced, mission‑critical environment
• Strong collaboration skills across platform, engineering, and business teams

• Work on a massive, enterprise‑scale application portfolio
• High visibility role with direct impact on customer experience
• Opportunity to grow into full‑time employment
• Exposure to modern observability and monitoring tools

“Beware of scams. S3 never asks for money during its onboarding process.”