Location:

Charlotte, NC or Irving, TX (Hybrid)

Charlotte Office:

1525 W. WT Harris Blvd.

Irving Office:

401 W. Colinas Blvd.

Work Schedule:

Hybrid, 3 days per week in office About the Role We are seeking an experienced Application Production Support Analyst to support a portfolio of AI-powered applications and platform solutions. In this role, you will help ensure the reliability, availability, and performance of critical business applications by providing production support, incident management, deployment validation, and operational excellence. You will partner closely with product owners, engineering teams, and business stakeholders to troubleshoot issues, optimize platform performance, and support emerging AI technologies. This position is ideal for someone who enjoys solving complex technical problems, working in fast-paced environments, and continuously learning new technologies. This is a production and platform support role, not a software development position. What You'll Do Provide Level 2 production support for AI-driven applications, micro front-end applications, and platform solutions. Monitor application health, system performance, and operational metrics to ensure platform stability and availability. Investigate, troubleshoot, and resolve application incidents, production issues, and technical failures. Analyze failed requests and complex system behaviors to identify root causes and coordinate resolution efforts. Support application deployments, release activities, and post-production validation processes. Execute and optimize SQL queries to support production issue investigation and data analysis. Partner with cross-functional teams to improve operational processes, system reliability, and support effectiveness. Assist with the onboarding and support of emerging AI technologies and business applications. Participate in after-hours support rotations and critical incident response activities as needed. Document troubleshooting procedures, support workflows, and operational best practices. Minimum Qualifications Bachelor's degree or equivalent practical experience. 5+ years of experience in application production support, platform support, application operations, or a related technical support role. 5+ years of experience writing and analyzing complex SQL queries. Experience supporting enterprise applications in production or business-as-usual (BAU) environments. Experience troubleshooting complex technical issues and driving incident resolution. Experience supporting software deployments, releases, and post-implementation validation activities. Strong analytical, problem-solving, and root-cause analysis skills. Ability to quickly learn new technologies, platforms, and business processes. Excellent communication and stakeholder management skills. Preferred Qualifications Experience supporting AI-driven applications, automation platforms, or emerging technologies. Experience with MongoDB in a production support environment. Experience with Salesforce administration, production support, or operational support. Experience with Tachyon or comparable enterprise search technologies. Experience supporting knowledge management, search, or document-processing platforms. Exposure to Amelia or similar AI and automation technologies. Experience with Exadata environments. Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint. Demonstrated ability to thrive in dynamic environments with evolving technologies and requirements. Work Environment Hybrid work arrangement requiring three days per week in the office. Standard support hours are generally 11:00 AM ET to 8:00 PM ET. Flexibility to support occasional evening and weekend activities, approximately once per month. Opportunity to work with innovative AI technologies and enterprise-scale platforms.

Contract Details Duration:

24-month contract position. Potential opportunity for conversion to full-time employment based on business needs and performance. Ideal Candidate The successful candidate is a hands-on production support professional who enjoys diagnosing and resolving real-world application issues. They are naturally curious, self-motivated, and comfortable navigating unfamiliar systems. 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Systems Operations Engineer