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 Required Qualifications Experience with Splunk (log analysis, querying, diagnostics) Experience with AppDynamics or similar APM tools Exposure to ThousandEyes or similar monitoring tools Ability to query and analyze data within observability tools Experience with ServiceNow 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 Job Description 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. What You'll Do 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, AppDynamics, and ThousandEyes 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 ServiceNow 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 Preferred Qualifications Exposure to tools like Grafana and Prometheus Understanding of automation concepts in support environments Basic database knowledge (e.g., Oracle, SQL Server, MongoDB) Familiarity with cloud and distributed systems Experience supporting large-scale, high-volume application portfolios Key Traits for Success 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 Why This Role? 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