Support Engineer - Consumer Technology

Genesis
10 is currently seeking a Support Engineer - Consumer Technology for a contract position with a Global Financial Institution located in Irving, TX and Charlotte, NC. This is a 12+ month contract opportunity.

This is a business‑aligned, production support role focused on enabling the stability, reliability, and observability of consumer‑facing technology. The Support Engineer sits between business stakeholders, production operations, and engineering teams, translating system behavior and technical findings into clear business impact and coordinated action. This position plays a critical role in supporting customer‑impacting applications, assisting with observability enablement, and ensuring issues are addressed promptly to minimize disruption.

• Provide Level 2 production support for consumer technology platforms, including transaction‑based systems
• Partner with engineering and operations teams to design, implement, and improve observability, alerting, and monitoring capabilities using tools such as App Dynamics and Splunk
• Analyze alerts, logs, and system data to help determine root cause and customer impact when issues arise
• Assess and communicate business and customer impact of system issues (e.g., transaction failures, batch job delays)
• Act as a liaison between business partners, operations teams, and engineering, ensuring the right teams are engaged at the right time
• Translate technical findings into clear, business‑focused updates for managers, stakeholders, and customers
• Support Mission Control operations by collaborating with L1 monitoring teams and coordinating escalations to engineering teams
• Work with Jira boards and intake processes to review customer requirements, clarify expectations, and coordinate follow‑ups
• Support onboarding of applications and teams into observability platforms
• Develop familiarity with backend processes such as batch jobs, transaction flows, and consumer technology dependencies
• Maintain accountability for production issues, ensuring timely resolution and proactive communication

• 5+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education
• Experience using Splunk as a logging and diagnostic tool in a production environment
• Experience with App Dynamics or similar application performance monitoring tools
• Understanding of production support processes within a regulated or financial services environment
• Ability to analyze logs, alerts, and trends to help identify potential root cause and customer impact
• Strong communication skills with the ability to translate technical issues into business language
• Experience working in cross‑functional teams, including business stakeholders and engineering partners
• Familiarity with incident management tools such as Service Now and work tracking tools such as Jira
• Strong sense of ownership and accountability for production stability
• Ability to think critically and maintain situational awareness during incidents
• Customer‑focused mindset with urgency around consumer impact

• Exposure to observability tools such as Grafana and Prometheus
• Working knowledge of automation concepts used in production support environments
• Basic familiarity with databases and data platforms (e.g., Oracle, Microsoft SQL, Mongo)
• General understanding of cloud environments and distributed systems
• Experience supporting batch‑heavy consumer platforms

Pay range: $43.59 - $51.59 per hour

• Access to hundreds of clients, most who have been working with Genesis
  10 for 5-20+ years.
• The opportunity to have a career‑home in Genesis
  10; many of our consultants have been working exclusively with Genesis
  10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

Genesis
10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.